Client Support Engineer (Spanish Speaking)

Job Description

**Position Summary:**

As a Client Support Engineer, you will be the primary face of Thrive, fully embedded within a single enterprise client's environment. Your primary responsibility will be to set up iPads and other mobile devices for new users, provide first-touch technology orientation, manage local inventory, and offer real-time support for onsite hardware, software, and user-related issues. 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:**

* Serve as the primary onsite technical support resource for one of our Grand Rapids customer locations, providing day-to-day IT support and customer service while working within the client's environment and culture

* Provision iPads and other mobile/computing devices for new employees, including setup of user accounts, software installation, and configuration to client standards

* Handle iPad returns, shipping, and receiving; ensure accurate inventory updates and physical device tracking

* Provide in-person guidance and demonstrations to end users on how to use their new devices effectively (iPads, Windows computers, etc)

* Troubleshoot and resolve onsite issues with hardware, software, and connectivity as they arise

* Escalate support requests to support engineers after initial troubleshooting when unable to resolve the issue within specified timeframes and guidelines

* Act as a liaison between the client and third-party vendors (e.g., Lenovo, Apple, Dell) for device replacements or warranty service

* Handle unboxing, boxing, and preparing IT equipment for deployment, shipping, or internal transfer

* Maintain clear communication with the client's IT leadership and internal teams regarding inventory, asset tracking, device readiness, and support needs

* Conduct new hire onboarding and termination processing, including provisioning accounts and devices for new hires and collecting/decommissioning equipment for terminations.

* Document all device setups, support actions, and configurations accurately within the PSA (ticketing) system

* Ensure adherence to service level agreements (SLAs), internal policies, and security protocols

* Keep accurate records of work performed, time spent, and equipment handled through timesheets and ticketing notes

* Conduct regular touchpoints with key client contacts to stay aligned on priorities and escalate needs appropriately

* Provide field support and training at satellite office locations as needed, including occasional travel

* Assist in maintaining and organizing physical inventory of IT equipment and associated tracking logs

* Maintain an organized, clean space while onsite at the assigned customer location

* Any other duties and tasks that are required by the Company

**Basic Qualifications:**

* Bachelor's Degree, Technical Degree or equivalent work experience

* Fluent in Spanish and English

* Excellent problem solver; able to prioritize and coordinate between tasks

* 1-3 years desktop support experience

* Knowledge of mobile device configurations and troubleshooting

* Experience installing, troubleshooting and customizing M365 including Outlook configurations

* Experience troubleshooting workstation hardware issues

* Knowledge and experience with Active Directory and Entra AD.

* 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

**Other Preferred Technical Knowledge**

* In depth knowledge of Windows OS (7, 8.1, 10, 11)

* 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