Technical Support Specialist

2 weeks ago

Washington, United States THRIVE LLC Full time
About Thrive LLC
Thrive LLC is an innovative technology solutions provider specializing in Cloud Computing, Cybersecurity, Networking, Disaster Recovery, and Managed Services. Our vibrant corporate culture, exceptional engineering talent, and customer-focused approach distinguish us in the industry. We seek individuals who aspire to develop their skills and pursue a fulfilling career rather than merely holding a job. If you thrive in a dynamic environment that values hard work and play, Thrive is the place for you.

Position Overview:

The Client Support Engineer will be responsible for providing comprehensive onsite support at various client locations. We are looking for candidates who exhibit strong technical skills, possess excellent verbal and written communication abilities, and have a keen interest in learning all facets of IT. Thrive offers a unique environment for motivated individuals, featuring a diverse range of tasks and opportunities for professional growth. Our employees work autonomously as client consultants while also collaborating with our talented engineering team to deliver top-tier IT support.

Key Responsibilities:
  • Provide full-time support at multiple client sites.
  • Manage diverse computing environments across a variety of business clients.
  • Assess and document unfamiliar client/server network setups to identify the quickest resolution path.
  • Conduct rapid analysis of workstation incidents and consistently determine root causes.
  • Coordinate hardware repairs with third-party vendors.
  • Assist remote engineers on-site.
  • Set client expectations appropriately throughout the troubleshooting process.
  • Utilize appropriate software tools, including Thrive's Protect software, to ensure prompt resolution of incidents.
  • Communicate troubleshooting steps and resolutions clearly to non-technical stakeholders.
  • Demonstrate urgency in resolving client issues.
  • Address incidents/requests related to:
    • Email Application/Office 365 issues
    • Client/Server Connectivity issues
    • Time-sensitive and VIP workstation incidents
    • File restorations
    • Remote Access/Onsite incidents
    • Password resets
    • Networked printer issues
    • New PC installations, including hardware and software
Basic Qualifications:
  • Bachelor's Degree, Technical Degree, or equivalent experience.
  • Strong problem-solving skills; ability to prioritize tasks effectively.
  • 2-4+ years of experience in desktop support.
  • Familiarity with mobile device configurations and troubleshooting.
  • Experience with Microsoft Office installation, troubleshooting, and customization.
  • Proficient in diagnosing workstation hardware issues.
  • Knowledge of Active Directory.
  • Ability to convey technical information to non-technical individuals.
  • Commitment to delivering exceptional customer service.
  • Ability to work effectively both independently and as part of a team.
  • Strong written and verbal communication skills.
  • Availability for after-hours work or on-call rotation as needed.
  • Access to a reliable vehicle and valid driver's license.
Preferred Technical Knowledge:
  • In-depth knowledge of Windows OS (7, 8.1, 10, etc.).
  • Experience with Windows Server.
  • Familiarity with monitoring and remote management tools.
  • Experience with Apple OS.
  • Knowledge of VMWare.
  • Experience with iOS and Android OS.
Preferred Certifications:

Client Support Engineer 1:
  • CompTIA A+
  • CompTIA Network+
  • Mimecast Level 1
  • Fortinet NSE1
  • Fortinet NSE2
Client Support Engineer 2:
  • Microsoft MD-102
  • Microsoft Azure AZ900
  • Microsoft MS-900

Note: Candidates will be expected to obtain relevant certifications within one year of employment, with Thrive providing training, vouchers, and study time to support this goal.

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