Client Support Engineer

Job Description

On-site, 5 days a week

Introduction

Thrive is a rapidly growing technology solutions provider focusing upon Cloud, Cyber Security, Networking, Disaster Recovery and Managed Services. Our corporate culture, engineering talent, customer-centric approach, and focus upon “next generation” services help us stand out amongst our peers. Thrive is on the look-out for individuals who don’t view their weekdays spent at “a job”, but rather, look to develop valuable skills that ignite their passion and lead to a CAREER. If you’re attracted to a “work hard, play hard” environment, seeking the guidance, training and experience necessary to build a lucrative career, then welcome to THRIVE!!

Position Summary

Client Support Engineer 1 will have the responsibility for full-time onsite support at one of our client’s locations. Thrive is looking to hire individuals who demonstrate technical proficiency, have strong verbal and written communication skills and have the desire to learn and be involved in all aspects of IT. Thrive provides a unique work environment for ambitious individuals through an unparalleled diversity of work and opportunities for growth. Thrive employees work independently as client consultants, as well as collaborating with our exceptionally talented team of engineers, to provide the best-in-breed IT support for our clients.

Primary Responsibilities

Work full time at one of Thrive’ client’s
Ability to handle diverse computing environments in a wide cross section of business clients
Analyze and document an unfamiliar client / server network environment while assessing the quickest path to resolution
Perform rapid analysis of workstation level incidents and consistently demonstrate the ability to determine the cause
Coordinate onsite PC hardware repair with third-party vendors
Provide onsite assistance for remote Engineers
Sets client expectations appropriately throughout the troubleshooting process
Utilizes appropriate software utilities, Thrives’ Protect software, and vendor or application specific tools to provide fastest resolution of customer incidents
Communicate steps taken during troubleshooting and resolutions through clear non-technical communication
Demonstrate the correct level of urgency while resolving client incidents
Resolution of incidents/requests related to, but not limited to the following:
Mail Application/Office 365 issues
Client/Server Connectivity issues (per SOP)
Time Sensitive and VIP Workstation incidents
File Restores
Remote Access/Onsite incidents (Citrix and Terminal Services)
Password Resets
Networked Printer Issues
New PC installation including hardware, software and peripherals

Basic Qualifications

Bachelor’s Degree, Technical Degree or equivalent work experience
Excellent problem solver; able to prioritize and coordinate between tasks
2-4+ years desktop support experience
Knowledge of mobile device configurations and troubleshooting
Experience installing, troubleshooting and customizing Microsoft Office including Outlook configurations
Experience troubleshooting workstation hardware issues
Knowledge and experience with Active Directory
Ability to articulate technical information and convey to non-technical people
Passionate about delivering excellent customer service
Must be able to work effectively in a team environment as well as alone
Excellent written and oral communication skills
Is available to work after hours when necessary or for on call rotation if applicable
Must have access to a reliable vehicle and valid driver’s license

Other Preferred Technical Knowledge

In depth knowledge of Windows OS (7, 8.1, 10, etc.)
Experience with Windows Server
Experience with monitoring and remote management tools
Experience with Apple OS
Experience with VMWare
Experience with iOS and Android OS

Preferred Certifications

CompTIA A+ (220-1101)
CompTIA A+ (220-1102)
CompTIA Net+
Mimecast Level 1
Fortinet NSE1
Fortinet NSE2

Compensation & Benefits: We offer a competitive compensation package including: salary, bonus, medical and dental benefits, 401(k) with matching contributions.

Thrive is an AA/EEO Employer

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