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Technical Support Engineer

InfoHedge Technologies LLC

East Midlands

On-site

GBP 25,000 - 45,000

Full time

20 days ago

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An innovative technology solutions provider is seeking a Tier 1 Engineer to deliver exceptional remote client support. This role involves troubleshooting diverse computing environments, resolving incidents related to various applications, and ensuring excellent customer service. The company fosters a dynamic work culture where employees can grow their careers through hands-on experience and collaboration with a talented team. If you thrive in a fast-paced environment and are passionate about technology and customer support, this opportunity is perfect for you. Join a forward-thinking organization that values your contributions and offers a platform for professional development.

2-4+ years of desktop support experience required.
Excellent problem-solving and communication skills essential.

Provide remote client support and troubleshoot diverse computing environments.
Analyze network issues and document resolutions effectively.

Problem Solving

Customer Service

Communication Skills

Desktop Support

Technical Proficiency

Prioritization

Bachelor’s Degree

Technical Degree

Equivalent Work Experience

Microsoft Office

Active Directory

Windows OS

VMWare

Remote Management Tools

About Us

Thrive is an innovative technology solutions provider focused on Cyber Security, Hybrid Cloud, Global Network Management, Disaster Recovery and traditional Managed Services. Our corporate culture, engineering talent, customer-centric approach, and focus upon NextGen services help us stand out among our peers. Thrive is on the look-out for individuals who don’t view their weekdays spent at ‘a job’ but rather look to develop valuable skills that ignite their passion and lead to a CAREER. If you’re attracted to a work hard, play hard environment and seek the guidance, training and experience necessary to build a lucrative career, then welcome to THRIVE!

Position Overview

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 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. 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.

Responsibilities

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

Requirements

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
Willingness to travel if needed to clients in the Greater Boston area

Other Preferred Technical Knowledge