Remote Systems Engineer

Summary

Join Thrive, a rapidly growing technology solutions provider, as a Systems Engineer and take on remote client support responsibilities, including troubleshooting diverse computing environments and providing consulting services to clients.

Requirements

• Bachelor’s Degree, Technical Degree or equivalent work experience
• Excellent problem solver; able to prioritize and coordinate between tasks
• 4-6+ years desktop and/or server support experience
• Self-motivated, has ability to work independently and in a team environment
• Experience troubleshooting network configuration and hardware issues
• Knowledge and experience with Microsoft Server and Workstation Technologies
• Knowledge and experience with Office 365 and Azure
• Excellent written and oral communication skills
• Ability to articulate technical information and convey to non-technical people
• Excellent customer service skills
• Is available to work after hours when necessary or for on call rotation if applicable
• Ability to follow previously documented process while notifying management of variables that have not been clarified

Responsibilities

• Ability to handle diverse computing environments in a wide cross section of business environments
• Analyze and document an unfamiliar client / server and network environment while assessing the quickest path to resolution
• Perform rapid analysis of workstation / server level incidents and consistently demonstrate the ability to determine the root cause
• Provide consulting to clients on certain applications, Thrives’ best practices, and general computing processes
• Troubleshoot and resolve high level workstation, server and network incidents while following Thrives’ Standard operating procedures
• Sets client expectations and provides regular updates/next steps 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
• Monitor the service desk service board for escalated service tasks
• Prioritize tasks escalated from Technical Support Engineers
• Ensure that open service tasks are escalated and addressed appropriately from Technical Support Engineers
• Follow Thrives’ best practices for escalating tasks from Technical Support Engineers
• Escalate when necessary to Systems Administrator for further review/troubleshooting
• Communicate steps taken during troubleshooting and resolution through clear non-technical communication, or by utilizing the appropriate level of technical verbiage
• Demonstrate the correct level of urgency while resolving client incidents
• Resolution of incidents 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)
• Networked Printer Issues
• Any Incidents escalated from Technical Support Engineers

Preferred Qualifications

• VMWare experience
• CompTia A+/Network+
• MS-900: Office 365 Fundamentals
• Az-900: Azure Fundamentals
• MS-102: Microsoft 365 Administrator