IT Support Engineer

Summary

Join Thrive, a rapidly growing technology solutions provider, as a Client Help Desk Support Engineer. You will provide remote and on-site desktop support to a private equity client in NYC, resolving Level 1 and 2 service tickets. Responsibilities include troubleshooting workstation incidents, setting client expectations, utilizing various software tools, prioritizing tickets, and communicating resolutions clearly. You will work with Windows, Exchange, and Office 365 environments. This role requires a Bachelor’s Degree or equivalent experience, 2+ years of relevant experience, and strong technical skills.

Requirements

• Bachelor’s Degree, Technical Degree or equivalent work experience
• Must have 2+ years of experience with the below incidents/requests related to, but not limited to the following
• Mail Application/ Exchange /Office 365 issues
• In depth knowledge of various operating systems (Mac-OS, Windows)
• Installing and configuring computer hardware operating systems and applications
• Active Directory - Account creation/modification and Password Resets
• Basic Microsoft Office products (Outlook, Excel, Word, PowerPoint)
• Microsoft Office Suite 2007 and newer
• Experience with anti-virus technologies and troubleshooting
• Client VPN setup and troubleshooting
• Network and connectivity troubleshooting
• Strong written and verbal communication skills
• Maintain a high level of world-class customer service/professionalism to a wide range of customers
• Ability to articulate technical information and convey to non-technical people
• Enthusiastic individual with professional appearance and strong drive to provide quality support and truly excellent customer service
• Have a "can do" attitude with the ability to be energetic and enthusiastic

Responsibilities

• Perform rapid analysis of workstation level incidents and consistently demonstrate the ability to determine the cause
• 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
• Prioritize tickets created
• 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 incidents (Citrix and Terminal Services), Password Resets, Networked Printer Issues, etc