Technical Support Engineer - Field

Thrive; London; On-site; GBP 40,000 - 55,000; Full time

Job summary

A leading technology solutions provider in Cyber Security seeks a Field-based Technical Support Engineer to provide top-tier on-site support. In this dynamic role, you will assist various business clients and leverage your technical expertise to troubleshoot and resolve complex IT issues. Ideal candidates will have a strong foundation in IT support with a focus on exceptional customer service in high-pressure settings.

Qualifications

• 3+ years on-site IT support experience in high-pressure environments.
• Strong customer service and communication skills.
• Ability to work independently in mission-critical situations.

Responsibilities

• Manage diverse computing environments across various clients.
• Document and analyze networks for quick resolutions.
• Resolve incidents related to O365, networking, and client connectivity.

Skills

Communication

Problem-solving

Diagnostic skills

Troubleshooting

Networking knowledge

Tools

O365

Active Directory

Exchange

VMWare

MDT

SCCM

Powershell

Job description

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 seeks 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 the guidance, training, and experience necessary to build a lucrative career, then welcome to THRIVE!

Position Overview

Field-based Technical Support Engineers work within our Site Services team, responsible for all 2nd-3rd level on-site customer support. This customer-facing role requires excellent communication skills alongside technical expertise. Support is provided via on-site customer shift rotations or dispatched to customer sites as part of regional shift rotations at Thrive offices. Representatives are the face of the company, so professionalism, strong problem-solving skills, and quick learning of new technologies are essential.

Responsibilities

• Handle diverse computing environments across various business clients
• Analyze and document unfamiliar client/server network environments to determine the quickest resolution
• Assist project teams with onboarding new clients and migrating to O365 and SharePoint
• Rapidly analyze workstation incidents to identify causes
• Set appropriate client expectations during troubleshooting
• Use appropriate utilities, Thrive’s Protect software, and vendor tools for incident resolution
• Monitor the Remote Service Center (RSC) Service Board for new tickets
• Prioritize and communicate effectively during incident resolution
• Resolve incidents related to mail applications, Office 365, client/server connectivity, VIP workstation issues, remote access, and networked printers

Qualifications

• 3+ years of on-site IT support experience in high-pressure environments, such as Trading Floors
• Excellent communication and customer service skills
• Ability to work independently and make strong technical and business judgments in mission-critical environments
• Strong diagnostic and troubleshooting skills
• Ownership mentality and drive to provide superior support
• Proficiency with O365, Active Directory, and Exchange
• Experience creating user accounts, distribution lists, and contacts in Exchange
• Knowledge of VMWare and desktop imaging tools like MDT or SCCM
• Understanding of market data platforms (Bloomberg, Reuters, FactSet) and Excel plug-ins
• Basic networking knowledge of routers, firewalls, and switches
• Experience with spyware/malware removal tools
• Knowledge of mobile device management
• Powershell scripting skills
• Active Directory Management and GPO creation skills