Technical Support Engineer

Summary

Join Thrive, a leading technology solutions provider, as a Tier 1 Engineer! Based in the US, you'll provide remote and occasional on-site client support, interacting with end-users in diverse computing environments. You will analyze and resolve IT incidents, troubleshoot hardware and software issues, and communicate effectively with clients. This role requires a Bachelor's degree or equivalent experience, 2-4 years of desktop support, and strong problem-solving skills. Thrive offers a unique work environment with opportunities for growth and collaboration within a talented team.

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
• Knowledge of mobile device configurations and troubleshooting
• Experience installing, troubleshooting and customizing Microsoft Office including Outlook configurations
• Experience troubleshooting workstation hardware issues
• 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
• Willingness to travel if needed to clients in the Greater Boston area

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 level incidents and consistently demonstrate the ability to determine the cause
• 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 Remote Service Center (RSC) Service Board for newly created service tickets Prioritize tickets created
• Follow Thrives’ best practices for escalating tickets to Tier 2 engineers
• 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

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 Apple OS
• Experience with VMWare
• CompTIA Net +
• Microsoft: MCP/MCITP/MCSA