Associate Engineer

Summary

Join Thrive, a rapidly growing technology solutions provider, as an Associate Engineer in the Service Center, providing first-contact remote support for network, server, and end-user issues. You will be the primary point of contact for clients, accurately creating and updating technical tickets, and coordinating client calls with engineers. Responsibilities include troubleshooting, escalating tasks, assigning incidents/requests, and developing an in-depth understanding of Thrive products. The role requires excellent communication and problem-solving skills, along with experience in desktop/server support and Microsoft technologies. Success in this position involves delivering world-class service and ensuring prompt resolution of client issues.

Requirements

• Associate’s Degree, Technical Degree or equivalent work experience
• A+ Certification
• Excellent problem solver; able to prioritize and coordinate between tasks
• 1-2+ years desktop and/or server support experience
• Self-motivated, has ability to work independently and in a team environment
• Experience with troubleshooting network configuration and hardware issues
• Knowledge and experience with Microsoft Server and Workstation Technologies
• Excellent written and oral communication skills
• Ability to articulate technical information and convey to non-technical people
• Excellent customer service skills
• Ability to follow previously documented process while notifying management of variables that have not been clarified

Responsibilities

• Communicate with customers through various channels in a timely fashion, with a courteous, positive, empathetic and professional manner
• Communication channels include, but are not limited to: Phone, Email, Chat
• First response and initial triage of customer presenting issues, troubleshooting single user/system impacting tickets immediately, collecting information. Asks clarifying questions to ensure full understanding of client concerns and accurately enter data into Thrives’ tools
• Escalating of tasks to engineers based on time or skill requirements when necessary
• Responsible for daily assignment of service incidents/requests from both Thrive engineers and customer points of contact
• Develop an in-depth understanding of Thrive products as they integrate into corporate infrastructure
• Responsible for completion of specific designation of tasks to resolve as quickly as possible at the time of creation
• Assign support tickets to the appropriate engineering resources
• Promptly and accurately codes Catch All cases submitted via email
• Working with client requests to code, assign and facilitate completion during times where direct client interaction via phone is not required
• Ensuring focus is on both issue resolution and providing ‘world class service’ and working directly with clients to expedite prompt resolution/escalation and effective, robust communication and case status
• Resolution of incidents/requests related to, but not limited to the following: Single User Mail Application/Office 365 issues, Time Sensitive user impacting incidents, Password Resets, Network Printer Issues, Hardware/Peripheral Setups

Preferred Qualifications

• Experience with Microsoft Windows OS
• Experience with Apple OS
• Experience with monitoring and remote management tools