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For Companies At a Glance
- Tasks: Provide remote and occasional onsite technical support to diverse clients.
- Company: Thrive is a cutting-edge tech solutions provider focused on Cyber Security and IT services.
- Benefits: Enjoy a dynamic work environment with opportunities for growth and skill development.
- Why this job: Join a vibrant culture that values passion, teamwork, and career advancement.
- Qualifications: Fluent Italian speaker with 2-4 years of desktop support experience required.
- Other info: Work from the London office twice a week; travel may be needed.
The predicted salary is between 42000 - 84000 £ per year.
Thrive is an innovative technology solutions provider focused on Cyber Security, Hybrid Cloud, Global Network Management, Disaster Recovery and traditional Managed Services. Our corporate culture, engineering talent, customer-centric approach, and focus upon NextGen services help us stand out among 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 and seek the guidance, training and experience necessary to build a lucrative career, then welcome to THRIVE!
Position Overview
The Tier 1/2 Engineer will have responsibility for remote client support, as well as infrequent onsite support, including heavy interaction with end-users in diverse computing environments. Thrive is looking to hire individuals who demonstrate technical proficiency, have strong verbal and written communication skills and have the desire to learn and be involved in all aspects of IT. Thrive provides a unique work environment for ambitious individuals through an unparalleled diversity of work and opportunities for growth. Thrive employees work independently as client consultants, as well as collaborating with our exceptionally talented team of engineers, to provide the best-in-breed IT support for our clients.
Responsibilities
- 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
- Sets client expectations appropriately throughout the troubleshooting process
- Utilizes 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
Requirements
- Bachelor’s Degree, Technical Degree or equivalent work experience
- Excellent problem solver; able to prioritize and coordinate between tasks
- Fluent Italian Speaker
- 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
- Ability 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
- Willingness to travel if needed to clients in the Greater Boston area
Other 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
Preferred Certification
- CompTIA Net +
- Microsoft: MCP/MCITP/MCSA
Technical Support Engineer (Italian Speaking) employer: Storagepipe, a THRIVE Company
Contact Detail:
Storagepipe, a THRIVE Company Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Technical Support Engineer (Italian Speaking)
✨Tip Number 1
Familiarise yourself with Thrive's core services, especially in Cyber Security and Hybrid Cloud. Understanding their offerings will help you articulate how your skills can contribute to their mission during interviews.
✨Tip Number 2
Brush up on your technical troubleshooting skills, particularly with Windows OS and Microsoft Office. Being able to demonstrate your problem-solving abilities in real-time scenarios can set you apart from other candidates.
✨Tip Number 3
Practice your communication skills in both English and Italian. Since the role requires clear communication with clients, being able to convey technical information simply and effectively is crucial.
✨Tip Number 4
Network with current or former employees of Thrive on platforms like LinkedIn. Gaining insights into the company culture and expectations can give you an edge in understanding what they value in a candidate.
We think you need these skills to ace Technical Support Engineer (Italian Speaking)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in technical support, especially any roles where you've worked with diverse computing environments. Emphasise your problem-solving skills and any specific technologies mentioned in the job description.
Craft a Compelling Cover Letter: In your cover letter, express your passion for technology and customer service. Mention your fluency in Italian and how it can benefit the company. Use specific examples from your past experiences that demonstrate your ability to handle technical issues effectively.
Showcase Communication Skills: Since the role requires clear communication with non-technical users, include examples in your application that showcase your ability to explain complex technical concepts in simple terms. This could be through previous job experiences or projects.
Highlight Relevant Certifications: If you have any certifications like CompTIA Net+ or Microsoft MCP/MCITP/MCSA, make sure to list them prominently in your application. These qualifications can set you apart from other candidates and show your commitment to professional development.
How to prepare for a job interview at Storagepipe, a THRIVE Company
✨Showcase Your Technical Skills
Make sure to highlight your technical proficiency during the interview. Be prepared to discuss your experience with desktop support, troubleshooting, and any specific technologies mentioned in the job description, such as Microsoft Office or Active Directory.
✨Communicate Clearly
Since the role requires interaction with end-users, practice explaining technical concepts in simple terms. This will demonstrate your ability to communicate effectively with non-technical clients, which is crucial for a Technical Support Engineer.
✨Demonstrate Problem-Solving Abilities
Prepare examples of past incidents where you successfully resolved technical issues. Discuss your thought process and how you prioritised tasks to reach a solution, as this will show your analytical skills and ability to handle diverse computing environments.
✨Express Your Passion for Customer Service
Thrive values excellent customer service, so be ready to share experiences where you went above and beyond for a client. Show your enthusiasm for helping others and your commitment to delivering top-notch support.
