Technical Support Engineer - Field

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

Provide technical hardware, software, and connectivity problem resolution to all client computers and users by diagnosing and walking users through step-by-step solutions; clearly communicate technical solutions in a user-friendly, professional manner; provide one-on-one end-user training as needed; assist engineers and technicians; troubleshoot printer problems; work with next level support to resolve complex issues; conduct hardware and software maintenance and reporting as needed; and perform related work as required. All work to be performed in client office.

The Client Site Services Engineer will serve their clients by going on-site to their locations, serving as deskside support and on-site support to all client issues, responding to service tickets of the client’s requests or problems; resolves all first level end-user problems; escalates all Tier 2 problems to the next level of support for guidance and direction; contacts third-party vendors for warranty service repair and dispatch.

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.
• Ensure that all client issues and resolutions are properly documented in the defined ticketing system of either Thrive or the client as required.
• 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.
• Coordinates 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.
• 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 always supporting and communicating in an effective and professional manner.

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

• 3+ years providing end-user support for current PC desktop and application software.
• 3+ years installing, upgrading, troubleshooting, and repairing personal computers in a corporate networked environment.
• 3+ years providing end-user support for current suite of Microsoft applications and management software.
• 2+ years in providing support for end user.
• 2+ years providing support for an enterprise level userbase in either the legal or financial services industries.
• CompTIA A+ Certification or equivalent experience.
• CompTIA Net+ Certification or equivalent experience.

Special Requirements:

• Must be able to sit for prolonged periods of time in front of a computer.
• Must be able to perform physical activities, such as, but not limited to, lifting heavy equipment (up to 45 lbs. unassisted), bending, standing, climbing or walking.
• Must have excellent written and oral communication skills.