Job description
About Us
Thrive is a rapidly growing technology solutions provider focusing upon Cloud, Cyber Security, Networking, Disaster Recovery and Managed Services. Our corporate culture, engineering talent, customer-centric approach, and focus upon “next generation” services help us stand out amongst 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, seeking the guidance, training and experience necessary to build a lucrative career, then welcome to THRIVE!!
Position Summary
The Service Center functions as a technical support center for Thrive clientele. All members of the service desk are collectively responsible to provide first contact remote support for network, server, and end-user support and associated devices. Team members must be able to communicate technical issues with technical parties and non-technical parties, have technical proficiency in multiple technologies, be able to work in a diverse environment, and deliver World Class Service to our clients. As an Associate Engineer, you will be the first line of communication with the client and responsible for the accurate creation/updating of their technical ticket. You will also be tasked with working diligently to coordinate clients returning calls with the engineer if available to assist immediately when possible.
Primary Responsibilities
Communicate with customers through various channels in a timely fashion, with a courteous, positive, empathetic and professional manner. Communication channels include, but are not limited to:
Phone
Email
Chat
First response and initial triage of customer presenting issues, troubleshooting single user/system impacting tickets immediately, collecting information. Asks clarifying questions to ensure full understanding of client concerns and accurately enter data into Thrives’ tools.
Escalating of tasks to engineers based on time or skill requirements when necessary.
Responsible for daily assignment of service incidents/requests from both Thrive engineers and customer points of contact.
Develop an in-depth understanding of Thrive products as they integrate into corporate infrastructure.
Responsible for completion of specific designation of tasks to resolve as quickly as possible at the time of creation.
Assign support tickets to the appropriate engineering resources
Promptly and accurately codes Catch All cases submitted via email
Working with client requests to code, assign and facilitate completion during times where direct client interaction via phone is not required.
Ensuring focus is on both issue resolution and providing ‘world class service’ and working directly with clients to expedite prompt resolution/escalation and effective, robust communication and case status.
Resolution of incidents/requests related to, but not limited to the following:
Single User Mail Application/Office 365 issues
Time Sensitive user impacting incidents
Password Resets
Network Printer Issues
Hardware/Peripheral Setups
Qualifications
Basic:
Associate’s Degree, Technical Degree or equivalent work experience
A+ Certification
Excellent problem solver; able to prioritize and coordinate between tasks
1-2+ years desktop and/or server support experience
Self-motivated, has ability to work independently and in a team environment
Experience with troubleshooting network configuration and hardware issues
Knowledge and experience with Microsoft Server and Workstation Technologies
Excellent written and oral communication skills
Ability to articulate technical information and convey to non-technical people
Excellent customer service skills
Ability to follow previously documented process while notifying management of variables that have not been clarified
Preferred:
Experience with Microsoft Windows OS
Experience with Apple OS
Experience with monitoring and remote management tools
