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For Companies At a Glance
- Tasks: Provide top-notch technical support on-site for diverse business clients.
- Company: Thrive is a cutting-edge tech solutions provider focused on Cyber Security and Managed Services.
- Benefits: Enjoy a dynamic work environment with opportunities for career growth and training.
- Why this job: Join a vibrant culture that values hard work, play, and professional development.
- Qualifications: 3+ years of IT support experience with strong communication and troubleshooting skills required.
- Other info: Field-based role with rotations to various customer sites for hands-on experience.
The predicted salary is between 36000 - 60000 £ per year.
About Us
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 on NextGen services help us stand out among our peers. Thrive seeks individuals who view their work not just as a job but as a career development opportunity. If you thrive in a work hard, play hard environment and seek guidance, training, and experience to build a lucrative career, then welcome to THRIVE!
Position Overview
Field-based Technical Support Engineers work within our Site Services team, responsible for all 2nd-3rd level on-site customer support. This customer-facing role requires excellent communication skills alongside technical expertise. Support is provided via on-site customer shift rotations or dispatched to customer sites as part of regional office rotations. Representatives are expected to create a professional impression, demonstrating strong problem-solving skills and quick learning of new technologies.
Responsibilities
- Handle diverse computing environments across various business clients.
- Analyze and document unfamiliar client/server network environments to assess resolution paths.
- Assist project teams with onboarding new clients and migrations (O365, SharePoint).
- Rapidly analyze workstation incidents to determine causes.
- Set appropriate client expectations during troubleshooting.
- Use appropriate utilities and vendor tools for incident resolution.
- Monitor the Remote Service Center (RSC) Service Board for new tickets.
- Prioritise and communicate about tickets effectively.
- Resolve incidents related to Mail/Office 365, client/server connectivity, VIP workstation issues, file restores, remote access, and network printers.
Qualifications
- Over 3 years of on-site IT support experience in high-demand environments like trading floors.
- Strong communication and customer service skills.
- Ability to work independently with sound technical and business judgment.
- Proficiency in troubleshooting, especially with O365, Active Directory, and Exchange.
- Experience with VMWare, MDT/SCCM, market data tools, networking, malware removal, mobile device management, Powershell, GPO, and Active Directory management.
Technical Support Engineer - Field employer: InfoHedge Technologies LLC
Contact Detail:
InfoHedge Technologies LLC Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Technical Support Engineer - Field
✨Tip Number 1
Familiarise yourself with Thrive's core services, especially in Cyber Security and Hybrid Cloud. Understanding their offerings will help you tailor your conversations during interviews and demonstrate your genuine interest in the company.
✨Tip Number 2
Brush up on your technical skills related to O365, Active Directory, and Exchange. Being able to discuss specific troubleshooting scenarios or share past experiences will showcase your expertise and problem-solving abilities.
✨Tip Number 3
Prepare to discuss your experience in high-demand environments, like trading floors. Highlighting your ability to work under pressure and manage multiple tasks will resonate well with Thrive's fast-paced culture.
✨Tip Number 4
Practice your communication skills, as this role requires excellent customer interaction. Consider role-playing common support scenarios with a friend to refine your approach and ensure you can convey technical information clearly.
We think you need these skills to ace Technical Support Engineer - Field
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities and qualifications required for the Technical Support Engineer position. Tailor your application to highlight relevant experience in IT support, especially in high-demand environments.
Highlight Relevant Skills: In your CV and cover letter, emphasise your technical skills, particularly in troubleshooting O365, Active Directory, and Exchange. Mention any experience with VMWare, MDT/SCCM, and other tools listed in the job description.
Craft a Strong Cover Letter: Write a compelling cover letter that showcases your communication skills and customer service experience. Explain why you are passionate about working in a fast-paced environment and how you can contribute to Thrive's success.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which is crucial for a customer-facing role.
How to prepare for a job interview at InfoHedge Technologies LLC
✨Showcase Your Technical Skills
Make sure to highlight your technical expertise during the interview. Be prepared to discuss your experience with O365, Active Directory, and other relevant technologies. Providing specific examples of how you've resolved complex issues in the past can really impress the interviewers.
✨Demonstrate Strong Communication Skills
Since this role is customer-facing, it's crucial to exhibit excellent communication skills. Practice explaining technical concepts in simple terms, as you may need to interact with clients who aren't tech-savvy. This will show that you can bridge the gap between technical jargon and client understanding.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving abilities. Think of past experiences where you had to troubleshoot under pressure or manage multiple tickets simultaneously. Being able to articulate your thought process will demonstrate your capability to handle real-world challenges.
✨Research Thrive's Culture and Values
Familiarise yourself with Thrive's corporate culture and values. Understanding their focus on career development and customer-centric approach will help you align your answers with what they are looking for. Showing that you resonate with their work hard, play hard environment can set you apart from other candidates.
