Client Support Engineer

Primary Responsibilities

• Work full time at one of Thrive’ client’s
• Ability to 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
• Cook up coordination with third-party vendors for onsite PC hardware repair
• Provide onsite assistance for remote Engineers
• 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
• 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/Onsite incidents (Citrix and Terminal Services)
• Password Resets
• Networked Printer Issues
• New PC installation including hardware, software and peripherals

Basic Qualifications

• 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
• Able 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
• Is available to work after hours when necessary or for on call rotation if applicable
• Must have access to a reliable vehicle and valid driver’s license

Preferred Technical Knowledge

• 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
• Experience with iOS and Android OS

Preferred Certifications

• CompTIA A+ (220-1101)
• CompTIA A+ (220-1102)
• CompTIA Net+
• Mimecast Level 1
• Fortinet NSE1
• Fortinet NSE2

Compensation & Benefits

We offer a competitive compensation package including: salary, bonus, medical and dental benefits, 401(k) with matching contributions.