Technical Support Engineer, Thrive
Field
NextGen technology outsourcing provider
Be an early applicant
NextGen technology outsourcing provider
1001+ employees
Be an early applicant
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
- 3+ years providing end-user support for current PC desktop and application software
- 3+ years installing, upgrading, troubleshooting, and repairing personal computers in a corporate networked environment
- 3+ years providing end-user support for current suite of Microsoft applications and management software
- 2+ years in providing support for end user
- 2+ years providing support for an enterprise level userbase in either the legal or financial services industries
- CompTIA A+ Certification or equivalent experience
- CompTIA Net+ Certification or equivalent experience
- 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
What the job involves
- 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 office
- The Client Site Services Engineer will serve their clients 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
- Ensure that all client issues and resolutions are properly documented in the defined ticketing system of either Thrive or the client as required
- 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 always supporting and communicating in an effective and professional manner
- 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
Salary benchmarks
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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