Technical Support Engineer

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Thrive

๐Ÿ“Remote - 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

  • Bachelorโ€™s 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