Client Support Engineer

About Us

Thrive is a rapidly growing technology solutions provider focusing upon Cloud, Cyber Security, Networking, Disaster Recovery and Managed Services. Our corporate culture, engineering talent, customer-centric approach, and focus upon “next generation” services help us stand out amongst our peers. Thrive is on the look-out for individuals who don’t view their weekdays spent at “a job” but rather look to develop valuable skills that ignite their passion and lead to a CAREER. If you’re attracted to a “work hard, play hard” environment, seeking the guidance, training and experience necessary to build a lucrative career, then welcome to THRIVE!!

Location

Phoenix, AZ (onsite Monday-Friday)

Primary Responsibilities

• Identifies, diagnoses, and resolves first level problems for end-users of the workstations, laptops, terminal services and Citrix sessions, end-user software and hardware, network and VPN connectivity, the Internet, server services, server drive space, validation of server error messages for escalation, and new computer technology in a call center environment; communicates solutions to end-users effectively
• Provides one-on-one end-user problem resolution for client (PC) software and connectivity
• Sets up and assists in the configuration of end-user PC desktop hardware, software and peripherals, both onsite and remotely
• Diagnoses and resolves end-user network or local printer problems, PC hardware problems and basic server, e-mail, Internet, VPN, and local-area network access problems
• Affords assistance to Onsite POCs with documentation and IT strategy in conjunction with remote team
• Captures timely repair of PC computer equipment covered by third-party vendor maintenance agreements
• Performs minor desktop hardware repair for PC computer equipment and peripherals that are not covered by third party vendor maintenance agreements as needed
• Works with internal and client project teams to assist client with onboarding of new offices
• Acts as remote hands for engineering staff onsite as needed
• Assists Network Technicians in creating materials for end-user frequently asked questions (FAQs) and procedural knowledgebase articles
• Provides assistance to Tier 2-3 staff with problem research and documentation

Have the Ability to

• Deliver technical customer support professionally; identify, troubleshoot and resolve a wide range of technical computer-related problems; make the distinction between first and second level end-user problems; identify, evaluate and solve end-user workstation problems; support and train end-users in a wide range of software applications as needed; read, understand and apply complex technical information; master new computer technology; maintain cooperative working relationships; demonstrate sensitivity to, and respect for, a diverse population.
• Represent the company by supporting and communicating in an effective and professional manner at all times.

Knowledge of

• Desktop operating systems, various software applications and basic hardware for the workstations and laptops
• Principles and theories of network systems and management
• Internet technologies and products
• Understanding of change control procedures
• Basic understanding of electrical safety procedure

Minimum Qualifications

• Candidates must meet the minimum qualifications as detailed below or have an equivalent of documented experience.
• Equivalency decisions are made based on a combination of education and experience that would likely provide the required knowledge and abilities.
• Experience: 5+ years providing end-user support for current PC desktop and application software
• 5+ years installing, upgrading, troubleshooting and repairing personal computers in a corporate networked environment
• 2+ years providing support for an enterprise level userbase in either the legal or financial services industry
• Experience with IT onboardings of new clients or facilities is a plus