Client Support Engineer

Location:

Charlotte, NC (onsite 5x/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 Next Gen 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

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 their primary client by going on-site to their locations, serving as deskside support and on-site support to all client issues, responding to service tickets of the client's requests or problems; resolves all first level end-user problems; escalates all Tier 2 problems to the next level of support for guidance and direction; contacts third-party vendors for warranty service repair and dispatch.

Primary Responsibilities

* Primary responsibilities are descriptive and not restrictive in nature

* Identifies, diagnoses, and resolves first level problems for end-users of the workstations, laptops, terminal services and Citrix sessions, end-user software and hardware, network and VPN connectivity, the Internet, server services, server drive space, validation of server error messages for escalation, and new computer technology in a call center environment; communicates solutions to end-users effectively

* Provides 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 either Thrive or the client as required

* Sets up and assists in the configuration of end-user PC desktop hardware, software and peripherals, both onsite and remotely

* Diagnoses and resolves end-user network or local printer problems, PC hardware problems and basic server, e-mail, Internet, VPN, and local-area network access problems

* Coordinates timely repair of PC computer equipment covered by third-party vendor maintenance agreements

* Performs minor desktop hardware repair for PC computer equipment and peripherals that are not covered by third party vendor maintenance agreements as needed

* Acts as remote hands for engineering staff onsite as needed

* Assists Network Technicians in creating materials for end-user frequently asked questions (FAQs) and procedural knowledgebase articles.

* Provides assistance to Tier 2-3 staff with problem research and documentation

Qualifications

* 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 providing support for an enterprise level userbase in either the legal or financial services industries

* CompTIA A+ Certification or equivalent experience

* CompTIA Net+ Certification or equivalent experience