Client Support Specialist

4 weeks ago


New Kensington, Pennsylvania, United States Thrive Full time
Job Overview

Thrive is seeking a skilled Client Support Engineer to provide full-time onsite support at one of our client's locations in Kensington, MD. As a key member of our team, you will be responsible for delivering exceptional IT support services to our clients, ensuring their technology needs are met with efficiency and expertise.

Key Responsibilities:

  • Provide onsite support for our clients, resolving technical issues and ensuring seamless IT operations.
  • Analyze and document complex network environments, identifying the quickest path to resolution.
  • Perform rapid analysis of workstation-level incidents, consistently demonstrating the ability to determine the cause.
  • Coordinate onsite PC hardware repair with third-party vendors, ensuring timely and effective resolution.
  • Provide onsite assistance for remote engineers, ensuring seamless collaboration and communication.
  • Set client expectations appropriately throughout the troubleshooting process, ensuring clear and effective communication.
  • Utilize software utilities, Thrive's Protect software, and vendor-specific tools to provide the fastest resolution of customer incidents.
  • Communicate steps taken during troubleshooting and resolutions through clear, non-technical communication.
  • Demonstrate the correct level of urgency while resolving client incidents, ensuring timely and effective resolution.

Requirements:

  • Bachelor's Degree, Technical Degree, or equivalent work experience.
  • Excellent problem-solving skills, with the ability to prioritize and coordinate between tasks.
  • 2-4+ years of desktop support experience, with a strong understanding of mobile device configurations and troubleshooting.
  • Experience installing, troubleshooting, and customizing Microsoft Office, including Outlook configurations.
  • Experience troubleshooting workstation hardware issues, with a strong understanding of Active Directory.
  • Ability to articulate technical information and convey it to non-technical people, with a passion for delivering excellent customer service.
  • Must be able to work effectively in a team environment, as well as independently, with excellent written and oral communication skills.
  • Availability to work after hours when necessary, or for on-call rotation if applicable.
  • Must have access to a reliable vehicle and a valid driver's license.

Preferred Technical Knowledge:

  • In-depth knowledge of Windows OS (7, 8.1, 10, etc.).
  • Experience with Windows Server, monitoring, and remote management tools.
  • Experience with Apple OS, VMWare, iOS, and Android OS.

Preferred Certifications:

  • CompTIA A+ (220-1101) and (220-1102).
  • CompTIA Net+.
  • Mimecast Level 1.
  • Fortinet NSE1 and NSE2.
  • Microsoft MD-102, Azure AZ900, and MS-900.

Thrive offers training, vouchers, and study time to assist with obtaining these certifications, with the expectation that candidates will obtain them within one year of their start date.


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