Technical Support Engineer - Field

InfoHedge Technologies LLC; London; On-site; GBP 35,000 - 55,000; Full time

Job summary

An innovative technology solutions provider seeks a Field-based Technical Support Engineer to join their Site Services team. This role offers the chance to work in a dynamic environment, providing 2nd-3rd level on-site support to diverse clients. Ideal candidates will possess strong communication skills and technical expertise, particularly in O365 and Active Directory. You will thrive in a fast-paced setting, addressing complex IT issues while ensuring client satisfaction. Join a company that values career development and offers opportunities for growth in the exciting field of Cyber Security and Managed Services.

Qualifications

• 3+ years of IT support experience in high-demand environments.
• Strong communication and customer service skills required.

Responsibilities

• Provide 2nd-3rd level on-site customer support.
• Analyze client/server network environments for resolutions.
• Resolve incidents related to O365 and networking.

Skills

IT Support

Communication Skills

Troubleshooting

Problem-Solving

Customer Service

Tools

O365

Active Directory

Exchange

VMWare

MDT/SCCM

Powershell

Job description

3 weeks ago Be among the first 25 applicants

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 seeks individuals who view their work not just as a job but as a career development opportunity. If you thrive in a work hard, play hard environment and seek guidance, training, and experience 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 office rotations. Representatives are expected to create a professional impression, demonstrating strong problem-solving skills and quick learning of new technologies.

Responsibilities

1. Handle diverse computing environments across various business clients.
2. Analyze and document unfamiliar client/server network environments to assess resolution paths.
3. Assist project teams with onboarding new clients and migrations (O365, SharePoint).
4. Rapidly analyze workstation incidents to determine causes.
5. Set appropriate client expectations during troubleshooting.
6. Use appropriate utilities and vendor tools for incident resolution.
7. Monitor the Remote Service Center (RSC) Service Board for new tickets.
8. Prioritize and communicate about tickets effectively.
9. Resolve incidents related to Mail/Office 365, client/server connectivity, VIP workstation issues, file restores, remote access, and network printers.

Qualifications

1. Over 3 years of on-site IT support experience in high-demand environments like trading floors.
2. Strong communication and customer service skills.
3. Ability to work independently with sound technical and business judgment.
4. Proficiency in troubleshooting, especially with O365, Active Directory, and Exchange.
5. Experience with VMWare, MDT/SCCM, market data tools, networking, malware removal, mobile device management, Powershell, GPO, and Active Directory management.