Thrive is hiring a
Technical Support Engineer

Summary

Join Thrive, a rapidly growing technology solutions provider, as an Analyst of Data Protection and take on responsibilities for remote client support, onsite support, and technical guidance. Work independently or collaborate with our talented team to provide best-in-breed IT support.

Requirements

• Bachelor’s Degree, Technical Degree or equivalent work experience
• Excellent problem solver; able to prioritize and coordinate between tasks
• 2-4+ years desktop support experience
• Experience installing, troubleshooting and customizing backup solutions
• Knowledge and experience with Active Directory
• 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

Responsibilities

• Ability to handle diverse computing environments in a wide cross section of business clients
• Provide technical support and guidance for backup solutions
• Analyze and document an unfamiliar client / server network environment while assessing the quickest path to resolution
• Troubleshoot and resolve complex issues related to backup operations, data protection, and recovery processes
• Conduct testing and validation of backup systems to ensure reliability, efficiency, and compliance with industry standards
• 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
• First response and initial triage of customer phone calls; troubleshooting single user/system impacting tickets immediately and entering tickets into our ticketing software
• Monitor the Service Desk Service Board for newly created service tasks
• Prioritize tasks created and assigned
• Follow Thrives’ best practices for escalating cases to Systems Engineers
• Communicate steps taken during troubleshooting and resolutions through clear non-technical communication
• Demonstrate the correct level of urgency while resolving client incidents
• Optimize backup solutions, ensuring seamless integration with existing infrastructure and adherence to best practices
• Resolution of incidents/requests related to, but not limited to the following: Mail Application/Office 365 issues Client/Server Connectivity issues (per SOP) File Restores

Preferred Qualifications

• In depth knowledge of Windows OS (7, 8.1, 10, etc.)
• Experience with Windows Server
• Experience with monitoring and remote management tools
• Experience with VMWare
• Experience with VEEAM
• Experience with AvePoint