๐Costa Rica
Technical Support Engineer
closed
Thrive
๐Remote - United States
Summary
Join Thrive, an innovative technology solutions provider, as a Tier 1 Engineer! You will provide remote and occasional on-site client support, interacting with end-users in diverse computing environments. This role requires technical proficiency, strong communication skills, and a desire to learn. Thrive offers a unique work environment with diverse opportunities for growth and collaboration within a talented team. You will work independently as a client consultant while contributing to best-in-breed IT support. Thrive values a hard-working yet fun environment, providing guidance and training to build a successful career.
Requirements
- Bachelorโs Degree, Technical Degree or equivalent work experience
- Be an excellent problem solver; able to prioritize and coordinate between tasks
- Have 2-4+ years desktop support experience
- Possess knowledge of mobile device configurations and troubleshooting
- Have experience installing, troubleshooting and customizing Microsoft Office including Outlook configurations
- Have experience troubleshooting workstation hardware issues
- Possess knowledge and experience with Active Directory
- Be able to articulate technical information and convey to non-technical people
- Be passionate about delivering excellent customer service
- Be able to work effectively in a team environment as well as alone
- Possess excellent written and oral communication skills
- Be willing 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, Thrivesโ 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 Thrivesโ 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
- Have in depth knowledge of Windows OS (7, 8.1, 10, etc.)
- Have experience with Windows Server
- Have experience with monitoring and remote management tools
- Have experience with Apple OS
- Have experience with VMWare
- Have CompTIA Net +
- Have Microsoft: MCP/MCITP/MCSA
This job is filled or no longer available
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