Client Support Engineer, Thrive

• Knowledge of: Desktop operating systems, various software applications and basic hardware for the workstations and laptops
• Principles and theories of network systems and management
• Internet technologies and products; understanding of change control procedures; basic understanding of electrical safety procedure
• 5+ years providing end-user support for current PC desktop and application software
• 5+ years installing, upgrading, troubleshooting and repairing personal computers in a corporate networked environment
• 2+ years providing support for an enterprise level userbase in either the legal or financial services industry
• Must be able to sit for prolonged periods of time in front of a computer
• Must be able to perform physical activities, such as, but not limited to, lifting heavy equipment (up to 45 lbs. unassisted), bending, standing, climbing or walking
• Must have excellent written and oral communication skills

• 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 offices in Miami
• The Technical Support Engineer, Field 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
• Primary responsibilities are descriptive and not restrictive in nature
• 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 in a call center environment; communicates solutions to end-users effectively
• Provides one-on-one end-user problem resolution for client (PC) software and connectivity
• 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 that are 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 knowledgebase articles
• Provides assistance to Tier 2-3 staff with problem research and documentation
• Deliver technical customer support professionally; identify, troubleshoot and resolve a wide range of technical computer-related problems; make the distinction between first and second level end-user problems
• Identify, evaluate and solve end-user workstation problems; support and train end-users in a wide range of software applications as needed
• Read, understand and apply complex technical information; master new computer technology; maintain cooperative working relationships
• Demonstrate sensitivity to, and respect for, a diverse population
• Represent the company by supporting and communicating in an effective and professional manner at all times

• 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

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.