Job description
SHIFT - Sunday to Thursday 9 AM to 6 PM EST
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:
At Thrive, a Systems Engineer will have responsibility for remote client support, as well as the potential for 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. A Systems Engineer will be taking escalation tickets from Technical Support Engineers as well as maintaining communication with the client throughout the technical troubleshooting process.
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 /server level incidents and consistently demonstrate the ability to determine the cause
Provide consulting to clients on certain applications, Thrives’ best practices, and general computing processes
Troubleshoot and resolve high level workstation, server and network incidents while following Thrives’ Standard operating procedures
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 service desk service board for escalated service tickets
Prioritize tickets escalated from Technical Support Engineers
Ensure that open service tickets are escalated and addressed appropriately from Technical Support Engineers
Follow Thrives’ best practices for escalating tickets from Technical Support Engineers
Escalate when necessary to next level engineer for further review/troubleshooting
Communicate steps taken during troubleshooting and resolutions through clear non-technical communication, or by utilizing the appropriate level of technical jargon
Demonstrate the correct level of urgency while resolving client incidents
Resolution of incidents 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)
Networked Printer Issues
Any Incidents escalated from Technical Support Engineers
Basic Qualifications
Bachelor’s Degree, Technical Degree or equivalent work experience
Excellent problem solver; able to prioritize and coordinate between tasks
Three to four years desktop and/or server support experience
Self-motivated, has ability to work independently and in a team environment
Experience 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
Is available to work after hours when necessary or for on call rotation if applicable
Ability to follow previously documented process while notifying management of variables that have not been clarified
Preferred Qualifications
Experience with Terminal Services & Citrix
Experience with monitoring and remote management tools
Experience with VMWare
Experience with Microsoft Exchange/Office 365
VMWare experience
Network+
