Systems Engineer

Summary

Join Thrive, a rapidly growing technology solutions provider, as a Systems Engineer! You will provide remote client support, troubleshoot technical issues, and collaborate with end-users in diverse computing environments. This role requires strong technical skills, excellent communication, and the ability to analyze and resolve incidents efficiently. You will handle escalated tickets, prioritize tasks, and maintain clear communication with clients. Thrive offers a dynamic work environment with opportunities for professional growth and development. If you are a self-motivated problem-solver with experience in desktop and server support, this is the perfect opportunity to build a lucrative career.

Requirements

• Bachelor’s Degree, Technical Degree or equivalent work experience
• Excellent problem solver; able to prioritize and coordinate between tasks
• Three to four 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
• 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

• 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 /server level incidents and consistently demonstrate the ability to determine the 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
• Set client expectations appropriately throughout the troubleshooting process
• Utilize 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 tickets
• Prioritize tickets escalated from Technical Support Engineers
• Ensure that open service tickets are escalated and addressed appropriately from Technical Support Engineers
• Follow Thrives’ best practices for escalating tickets from Technical Support Engineers
• Escalate when necessary to next level engineer for further review/troubleshooting
• Communicate steps taken during troubleshooting and resolutions through clear non-technical communication, or by utilizing the appropriate level of technical jargon
• 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
• Resolution of incidents related to, but not limited to the following: Client/Server Connectivity issues (per SOP)
• Resolution of incidents related to, but not limited to the following: Time Sensitive and VIP Workstation incidents
• Resolution of incidents related to, but not limited to the following: File Restores
• Resolution of incidents related to, but not limited to the following: Remote Access incidents (Citrix and Terminal Services)
• Resolution of incidents related to, but not limited to the following: Networked Printer Issues
• Resolution of incidents related to, but not limited to the following: Any Incidents escalated from Technical Support Engineers

Preferred Qualifications

• Experience with Terminal Services & Citrix
• Experience with monitoring and remote management tools
• Experience with VMWare
• Experience with Microsoft Exchange/Office 365
• VMWare experience
• Network+