Technical Support Engineer, Thrive
Spanish Speaker
More information about location
NextGen technology outsourcing provider
Job no longer available
NextGen technology outsourcing provider
1001+ employees
Job no longer available
More information about location
1001+ employees
Company mission
To be recognized as the leading technology service provider to the Mid-Market and sophisticated SMB clientele around the world.
Role
Who you are
- Thrive is looking to hire individuals who demonstrate technical proficiency, have strong verbal and written communication skills and have the desire to learn and be involved in all aspects of IT
- Bachelor’s Degree, Technical Degree or equivalent work experience
- Excellent problem solver; able to prioritize and coordinate between tasks
- 2-4+ years desktop support experience
- Knowledge of mobile device configurations and troubleshooting
- Experience installing, troubleshooting and customizing Microsoft Office including Outlook configurations
- Experience troubleshooting workstation hardware issues
- Knowledge and experience with Active Directory
- Ability to articulate technical information and convey to non-technical people
- Passionate about delivering excellent customer service
- Must be able to work effectively in a team environment as well as alone
- Excellent written and oral communication skills
Desirable
- In depth knowledge of Windows OS (7, 8.1, 10, etc.)
- Experience with Windows Server
- Experience with monitoring and remote management tools
- Experience with Apple OS
- Experience with VMWare
- CompTIA Net +
- Microsoft: MCP/MCITP/MCSA
What the job involves
- The Tier 1 Engineer will have responsibility for remote client support, as well as infrequent onsite support, including heavy interaction with end-users in diverse computing environments
- Thrive provides a unique work environment for ambitious individuals through an unparalleled diversity of work and opportunities for growth
- Thrive provides a unique work environment for ambitious individuals through an unparalleled diversity of work and opportunities for growth. Thrive employees work independently as client consultants, as well as collaborating with our exceptionally talented team of engineers, to provide the best-in-breed IT support for our clients
- Ability to handle diverse computing environments in a wide cross section of business clients
- Analyze and document an unfamiliar client / server network environment while assessing the quickest path to resolution
- Perform rapid analysis of workstation level incidents and consistently demonstrate the ability to determine the cause
- Sets client expectations appropriately throughout the troubleshooting process
- Utilizes appropriate software utilities, Thrives’ Protect software, and vendor or application specific tools to provide fastest resolution of customer incidents
- Monitor the Remote Service Center (RSC) Service Board for newly created service tickets
- Prioritize tickets created
- Follow Thrives’ best practices for escalating tickets to Tier 2 engineers
- Communicate steps taken during troubleshooting and resolutions through clear non-technical communication
- Demonstrate the correct level of urgency while resolving client incidents
- Resolution of incidents/requests 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)
- Password Resets
- Networked Printer Issues
- Work Monday to Friday 8 AM to 5 PM EST
Our take
Founded in 2001 as an IT service, Thrive has grown into an end-to-end solution for cybersecurity and Cloud offerings, helping businesses to evolve digitally and securely. Its services are used by the aerospace, social housing, education, retail and other industries.
Thrive has expanded its operations across North America, the Asia-Pacific, and Europe through more than 20 strategic acquisitions. Although it operates in a crowded field of customer experience and digital transformation companies, its numerous awards and robust portfolio have sustained its success for over two decades.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Company benefits
- Comprehensive Benefits Package
- Paid Annual Leave and Holidays
- 401K and Company Match
- A Learning Company
- Smart and Diverse Environment
- Annual Company Events
- Flexible Schedules
- New Employee Referral Program
Company HQ
Foxborough, MA
Leadership
Bill McLaughlin
(CEO & Board Member)Bill previously co-founded The Jillian Fund where he served as the Chairman of the Board for 11 years. He also served as a Senior VP of Strategic & Major Accounts at Kaseya and as EVP & CTO of Managed Services at Atlantic Tomorrow's Office.
Scott Steele
(COO)Prior to joining Thrive in 2024, Scott spent 9 years at HP as VP & Head of Systems & Infrastructure, Contractual Systems, and Managed Services Systems, Digital & Transformation Organization. Before that he spent over 2 years at Hewlett-Packard as a Senior Director of Managed Services, WW Service Deliver & Infrastructure.
Michael Gray
(CTO & VP of Technology)Michael joined Thrive in 2007 as a Director of Network Operations, moving into the role of VP of Technology in 2016 before adding CTO to his title in 2017.
Joe Waleck
(CRO)Joe joined Thrive in 2023 as CCO, moving into the role of CSO in 2024 and CRO in 2025. Prior to this, he spent nearly 16 years at Presidio as the VP of Sales, 2 years at Cisco Systems as a Key Account Manager, and nearly 5 years at AT&T as a Client Business Manager.
Kristina O'Connell
(CMO)Kristina joined Thrive in 2023 as an EVP of Marketing before moving into the role of CMO in 2024. Previously, she founded acorn and served as a VP of Corporate Affairs & Marketing at Dascena.
Kimberly Saturley
(CPO)Prior to joining Thrive in 2025, Kimberly spent 4 years at Aqua Security as the Head of Americas & Global GTM HR, VP of People (American & Global GTM), and Chief HR Officer. She also served as the CPO at Medicus Healthcare Solutions and as Director of HR at Zerto.
Prior to joining Thrive in 2025, Nicholas was the Chief Legal Officer & Corporate Secretary at Transfix, VP & Deputy General Counsel at Advance and Counsel, Corporate Department at Paul, Weiss, Rifkind, Wharton & Garrison.
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