Technical Support Engineer

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

• Bachelor’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, 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

• 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