Client Support Engineer

Thrive

Charlotte (NC)

On-site

USD 45,000 - 60,000

Full time

6 days ago

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Job summary

Thrive in Charlotte, NC is seeking a Client Site Services Engineer to deliver on-site end-user support for client computers, software, and connectivity. You will troubleshoot hardware and software, train users, and assist engineering staff.

This role emphasizes deskside and on-site support at client sites, handling tickets, printer issues, VPN, Citrix, and basic server tasks as needed. Strong communication and 3+ years’ IT experience are required.

Qualifications

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 Microsoft applications and management software.
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.

Responsibilities

Identify, diagnose, and resolve first-level end-user problems for workstations, VPN, and Citrix sessions; communicate solutions clearly.
Provide one-on-one end-user problem resolution for PC software and connectivity.
Document all client issues and resolutions in ticketing systems.
Set up and assist in configuring end-user PC hardware and peripherals onsite and remotely.
Diagnose and resolve network, printer, and basic server issues.
Coordinate timely repair of PC equipment under vendor maintenance.
Perform minor desktop hardware repair not covered by vendor maintenance agreements.
Assist engineers by providing on-site support and creating knowledgebase content.
Support Tier 2-3 with problem research and documentation.

Skills

End-user support

Microsoft applications

Ticketing systems

Deskside support

VPN & Citrix basics

Education

CompTIA A+ Certification

CompTIA Net+ Certification

Tools

PC hardware repair

Printer troubleshooting

Remote hands support

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 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!

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 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

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 primary client 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 end-user problems; contacts third-party vendors for warranty service repair and dispatch.

Location: Charlotte, NC

Requirements

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