Technical Support Engineer

Position Overview

Thrive is an innovative technology solutions provider focused on Cyber Security, Hybrid Cloud, Global Network Management, Disaster Recovery, and traditional Managed Services. We value individuals who don’t see work as just a job but rather as an opportunity to develop valuable skills and build a career. As a Tier 1 Engineer, you will be responsible for remote client support and occasional onsite support. You will interact closely with end-users in diverse computing environments while working both independently as a client consultant and collaboratively with our talented engineering team.

Key Responsibilities

• Handle diverse computing environments across a wide range of business clients
• Analyze and document unfamiliar client/server network environments while identifying the quickest path to resolution
• Perform rapid analysis of workstation-level incidents and determine the root cause
• Set and manage client expectations appropriately throughout the troubleshooting process
• Utilize software utilities, Thrive’s Protect software, and vendor/application-specific tools to resolve customer incidents as quickly as possible
• Monitor the Remote Service Center (RSC) Service Board for newly created service tickets and prioritize them
• Follow Thrive’s best practices for escalating tickets to Tier 2 engineers
• Communicate troubleshooting steps and resolutions using clear, non-technical language
• Demonstrate the appropriate level of urgency while resolving client incidents
• Resolve incidents/requests related to Mail Application/Office 365 issues, Client/Server Connectivity (per SOP), Time Sensitive and VIP Workstation incidents, File Restores, Remote Access (Citrix and Terminal Services), Password Resets, and Networked Printer issues

Required Qualifications

• Bachelor’s Degree, Technical Degree, or equivalent work experience
• Excellent problem-solving skills with the ability to prioritize and coordinate between tasks
• 2-4+ years of 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 to non-technical individuals
• Passion for delivering excellent customer service
• Ability to work effectively both independently and in a team environment
• Excellent written and oral communication skills

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
• Preferred Certifications: CompTIA Net +, Microsoft: MCP/MCITP/MCSA