Technical Support Engineer

3 days ago

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Thrive

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Managed IT Services • Complete Outsourced IT Services • Hosted Cloud Services • Help Desk Support • Onsite Engineering

201 - 500 employees

🔒 Cybersecurity

🏢 Enterprise

Description

• 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 • 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