Technical Support Engineer, Field

Overview

Thrive is an innovative technology solutions provider focused on Cyber Security, Hybrid Cloud, Global Network Management, Disaster Recovery and traditional Managed Services. Thrive seeks individuals who want to develop valuable skills that ignite their passion and lead to a CAREER in a work-hard, play-hard environment. Position based 5x per week in London.

Provide technical hardware, software, and connectivity problem resolution to all client computers and users by diagnosing and walking users through step-by-step solutions; clearly communicate technical solutions in a user-friendly, professional manner; provide one-on-one end-user training as needed; assist engineers and technicians; troubleshoot printer problems; work with next level support to resolve complex issues; conduct hardware and software maintenance and reporting as needed;

and perform related work as required. All work to be performed in client office.

The Client Site Services Engineer will serve clients by going on-site to their locations, providing deskside and on-site support to all client issues; responding to service tickets; resolving first-level end-user problems; escalating Tier 2 problems to the next level of support; and coordinating warranty service repair and dispatch with third-party vendors.

• Identify, diagnose, and resolve first-level problems for end-users of workstations, laptops, terminal services and Citrix sessions, end-user software and hardware, network and VPN connectivity, the Internet, server services, server drive space, and basic server, e-mail, Internet, VPN, and LAN access problems; communicate solutions to end-users effectively
• Provide one-on-one end-user problem resolution for client (PC) software and connectivity
• Ensure that all client issues and resolutions are properly documented in the defined ticketing system of Thrive or the client as required
• Set up and assist in the configuration of end-user PC desktop hardware, software and peripherals, both onsite and remotely
• Diagnose and resolve end-user network or local printer problems, PC hardware problems and basic server, e-mail, Internet, VPN, and LAN access problems
• Coordinate timely repair of PC computer equipment covered by third-party vendor maintenance agreements
• Perform minor desktop hardware repair for PC equipment and peripherals not covered by third-party vendor maintenance agreements as needed
• Act as remote hands for engineering staff onsite as needed
• Assist Network Technicians in creating FAQs and procedural knowledgebase articles for end-users
• Provide assistance to Tier 2-3 staff with problem research and documentation

Deliver technical customer support professionally; identify, troubleshoot and resolve a wide range of technical computer-related problems; distinguish between first and second level end-user problems; identify, evaluate and solve end-user workstation problems; support and train end-users in a wide range of software applications as needed; read, understand and apply complex technical information; master new computer technology; maintain cooperative working relationships; demonstrate sensitivity to, and respect for, a diverse population;

represent the company by always supporting and communicating in an effective and professional manner.

Desktop operating systems, various software applications and basic hardware for workstations and laptops; principles and theories of network systems and management;
Internet technologies and products; understanding of change control procedures; basic understanding of electrical safety procedures.

Candidates must meet the minimum qualifications as detailed below or have an equivalent documented experience. Equivalency decisions are based on a combination of education and experience that would likely provide the required knowledge and abilities.

• 3+ years providing end-user support for current PC desktop and application software
• 3+ years installing, upgrading, troubleshooting, and repairing personal computers in a corporate networked environment
• 3+ years providing end-user support for current suite of Microsoft applications and management software
• 2+ years in providing support for end users
• 2+ years providing support for an enterprise-level user base in either the legal or financial services industries
• CompTIA A+ Certification or equivalent experience
• CompTIA Net+ Certification or equivalent experience

• Must be able to sit for prolonged periods of time in front of a computer
• Must be able to perform physical activities, such as lifting heavy equipment (up to 45 lbs. unassisted), bending, standing, climbing or walking
• Must have excellent written and oral communication skills

• Mid-Senior level

• Full-time

• Information Technology

• IT Services and IT Consulting