Client Support Engineer

Thrive; Charlotte (NC); On-site; CAD 69,000 - 97,000; Full time

Job summary

Thrive in Charlotte, NC is seeking a Client Site Services Engineer to provide deskside and on-site support for client computer systems, printers, and network connectivity. You will diagnose end-user issues, communicate clear solutions, and assist engineers with on-going maintenance.

The role requires strong problem-solving, documentation in ticketing systems, and collaboration with Tier 2-3 staff. Experience with Windows desktop, VPN, and enterprise environments is preferred; CompTIA A+ and Net+

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 current suite of 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

• Provide deskside support and on-site help to client offices and service tickets.
• Diagnose and resolve first-level end-user problems for PCs, software, network, and printer issues.
• Communicate technical solutions clearly in user-friendly terms and provide on-site training as needed.
• Set up and assist in configuring end-user PC hardware, software and peripherals, onsite and remotely.
• Coordinate timely repair with third-party vendors and document resolutions in the ticketing system.
• Assist Network Technicians and contribute to FAQs and knowledgebase articles.
• Support Tier 2-3 staff with problem research and documentation.

Skills

End-user support

Windows desktop OS

Printer troubleshooting

Deskside/on-site support

Documentation in ticketing systems

Education

CompTIA A+ Certification

CompTIA Net+ Certification

Tools

Ticketing system

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!

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

• 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
• Acts as remote hands for engineering staff onsite as needed
• Assists Network Technicians in creating materials for end-user frequently asked questions (FAQs) and procedural knowledgebase articles.
• Provides assistance to Tier 2-3 staff with problem research and documentation

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 current suite of 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