Technical Support Engineer - Field

InfoHedge Technologies LLC; East Midlands; Remote; GBP 30,000 - 50,000; Full time

Job summary

Join a forward-thinking technology solutions provider as a Tier 1 Engineer, where you'll engage in remote and occasional onsite client support. This role emphasizes technical proficiency and strong communication skills, ensuring you thrive in a dynamic work environment. Collaborate with a talented engineering team while addressing diverse IT challenges, from troubleshooting Office 365 issues to managing client/server connectivity. With a focus on career development and a supportive culture, this position offers the chance to grow your skills and make a significant impact in the field of IT.

Qualifications

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

Responsibilities

• Provide remote and onsite client support across diverse environments.
• Analyze and document network environments for effective troubleshooting.

Skills

Problem-solving skills

Communication skills

Desktop support experience

Customer service orientation

Mobile device troubleshooting

Education

Bachelor’s or Technical Degree

Tools

Microsoft Office

Active Directory

Windows OS

VMWare

Job description

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 on NextGen services help us stand out among our peers. Thrive is seeking individuals who view their weekdays not just as 'a job' but as an opportunity to develop valuable skills that ignite their passion and lead to a CAREER. If you thrive in a work-hard, play-hard environment and seek guidance, training, and experience to build a lucrative career, welcome to THRIVE!

Position Overview

The Tier 1 Engineer will be responsible for remote client support and occasional onsite support, involving significant interaction with end-users in diverse computing environments. Thrive values candidates demonstrating technical proficiency, strong communication skills, and a desire to learn and engage in all aspects of IT. Our unique work environment offers an unparalleled diversity of work and growth opportunities. Employees work independently as client consultants and collaboratively with our talented engineering team to deliver top-tier IT support.

Responsibilities

1. Handle diverse computing environments across various business clients.
2. Analyze and document unfamiliar client/server network environments to assess the quickest resolution path.
3. Perform rapid analysis of workstation incidents and determine root causes.
4. Set appropriate client expectations during troubleshooting.
5. Use appropriate utilities, Thrive’s Protect software, and vendor-specific tools for quick incident resolution.
6. Monitor the Remote Service Center (RSC) Service Board for new tickets, prioritize, and escalate as needed.
7. Communicate troubleshooting steps and resolutions clearly to clients.
8. Maintain appropriate urgency in resolving incidents.
9. Resolve incidents related to:

• Mail Application/Office 365 issues
• Client/Server Connectivity issues
• Time-sensitive and VIP workstation incidents
• File restores
• Remote access incidents
• Password resets
• Network printer issues

Requirements

• Bachelor’s or Technical Degree or equivalent experience.
• Strong problem-solving skills, ability to prioritize tasks.
• 2-4+ years of desktop support experience.
• Knowledge of mobile device troubleshooting.
• Experience with Microsoft Office, Outlook, and workstation hardware troubleshooting.
• Experience with Active Directory.
• Ability to communicate technical info effectively to non-technical audiences.
• Customer service-oriented mindset.
• Ability to work independently and in a team.
• Excellent communication skills.
• Willingness to travel within the Greater Boston area if required.

Preferred Technical Knowledge

• Deep knowledge of Windows OS (7, 8.1, 10).
• Experience with Windows Server, monitoring, remote management tools.
• Experience with Apple OS and VMWare.

Preferred Certifications

• CompTIA Net+
• Microsoft MCP/MCITP/MCSA.