Bilingual Technical Support Engineer

Job Description

Will work from Miami office 5x per week!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 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 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 IssuesRequirements

Bachelor’s Degree, Technical Degree or equivalent work experience

Excellent problem solver; able to prioritize and coordinate between tasks

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 areaOther 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 VMWarePreferred Certification

CompTIA Net +

Microsoft: MCP/MCITP/MCSA

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