Client Support Engineer

Company Overview

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.

Seattle, WA (onsite 5x/week)

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.

• 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; communicates solutions to end‑users effectively.
• Provides one‑on‑one end‑user problem resolution for client PC software and connectivity.
• Ensures that all client issues and resolutions are properly documented in the 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 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 knowledge‑base articles.
• Provides assistance to Tier 2–3 staff with problem research and documentation.

• 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.

Base Salary Range: $65 K – $85 K (bonus eligible). Actual compensation within the range will be dependent upon the individual's skills, experience, qualifications and location, and applicable employment laws.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status or any other legally protected status.