Client Support Engineer (Spanish Speaking)

Position Summary

As a Client Support Engineer, you will be the primary face of Thrive, fully embedded within a single enterprise client’s environment. Your primary responsibility will be to set up iPads and other mobile devices for new users, provide first-touch technology orientation, manage local inventory, and offer real-time support for onsite hardware, software, and user-related issues.

Primary Responsibilities

• Serve as the primary onsite technical support resource for one of our Grand Rapids customer locations, providing day-to-day IT support and customer service while working within the client’s environment and culture
• Provision iPads and other mobile/computing devices for new employees, including setup of user accounts, software installation, and configuration to client standards
• Handle iPad returns, shipping, and receiving; ensure accurate inventory updates and physical device tracking
• Provide in-person guidance and demonstrations to end users on how to use their new devices effectively (iPads, Windows computers, etc)
• Troubleshoot and resolve onsite issues with hardware, software, and connectivity as they arise
• Escalate support requests to support engineers after initial troubleshooting when unable to resolve the issue within specified timeframes and guidelines
• Act as a liaison between the client and third-party vendors (e.g., Lenovo, Apple, Dell) for device replacements or warranty service
• Handle unboxing, boxing, and preparing IT equipment for deployment, shipping, or internal transfer
• Maintain clear communication with the client's IT leadership and internal teams regarding inventory, asset tracking, device readiness, and support needs
• Conduct new hire onboarding and termination processing, including provisioning accounts and devices for new hires and collecting/decommissioning equipment for terminations
• Document all device setups, support actions, and configurations accurately within the PSA (ticketing) system
• Ensure adherence to service level agreements (SLAs), internal policies, and security protocols
• Keep accurate records of work performed, time spent, and equipment handled through timesheets and ticketing notes
• Congduct regular touchpoints with key client contacts to stay aligned on priorities and escalate needs appropriately
• Assist in maintaining and organizing physical inventory of IT equipment and associated tracking logs
• Maintain an organized, clean space while onsite at the assigned customer location
• Provide field support and training at satellite office locations as needed, including occasional travel
• Avoid any other duties and tasks that are required by the Company

Basic Qualifications

• Bachelor’s Degree, Technical Degree or equivalent work experience
• Fluent in Spanish and English
• Excellent problem solver; able to prioritize and coordinate between tasks
• 1-3+ years desktop support experience
• Knowledge of mobile device configurations and troubleshooting
• Experience installing, troubleshooting and customizing M365 including Outlook configurations
• Experience troubleshooting workstation hardware issues
• Knowledge and experience with Active Directory and Entra AD
• 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

Preferred Technical Knowledge

• In depth knowledge of Windows OS (7, 8.1, 10, 11)
• 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+
• CompTIA Net+
• Mimecast Level 1