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Network and Server Engineer

2 months ago

Foxborough, Massachusetts, United States Thrive Full time
Job Description

Job Summary:

Thrive, a leading technology solutions provider, is seeking a highly skilled Systems Engineer to join our team. As a key member of our technical team, you will be responsible for providing remote client support and occasional on-site support, interacting with end-users in diverse computing environments.

Key Responsibilities:

  • Provide technical support and troubleshooting for diverse computing environments, including desktops, laptops, and servers.
  • Analyze and document unfamiliar client/server network environments to identify 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 applications, best practices, and general computing processes.
  • Troubleshoot and resolve high-level workstation, server, and network incidents while following Thrive's Standard Operating Procedures.
  • Set client expectations appropriately throughout the troubleshooting process.
  • Utilize software utilities, Thrive's Protect software, and vendor-specific tools to provide the 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 Thrive's best practices for escalating tickets from Technical Support Engineers.
  • Evaluate and escalate when necessary to next-level engineers 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.
  • Resolve 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.

Requirements:

  • Bachelor's Degree, Technical Degree, or equivalent work experience.
  • Excellent problem-solving skills; able to prioritize and coordinate between tasks.
  • Three to four years of desktop and/or server support experience.
  • Self-motivated, with the 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.
  • Availability to work after hours when necessary or for on-call rotation if applicable.
  • Ability to follow previously documented processes 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+.