Client Support Engineer

Thrive; Chicago (IL); On-site; USD 80,000 - 100,000; Full time

Job summary

Thrive is seeking a Client Support Engineer to provide on-site, deskside support for our Chicago clients. You will diagnose and resolve end-user PC and software issues, assist engineers, and document resolutions in the ticketing system.

The role requires hands-on desktop hardware and software troubleshooting, strong communication, and the ability to work independently in a fast-paced enterprise environment. On-site in Chicago, with a customer-focused service mindset.

Qualifications

• 3+ years providing end-user support for PC desktops and applications.
• 3+ years installing, upgrading, troubleshooting, and repairing PCs in a corporate networked environment.
• 2+ years supporting enterprise users in legal or financial services industries.

Responsibilities

• Identify, diagnose and resolve first-level end-user issues for desktops, software, network, and VPN.
• Provide deskside on-site support to clients, and escalate Tier 2 problems as needed.
• Document all issues and resolutions in the ticketing system.
• Assist engineers and technicians and support remote configuration of end-user devices.

Skills

End-user support

Microsoft applications

Customer service

Education

CompTIA A+ Certification

CompTIA Net+ Certification

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!

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!

Job Description

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 in Chicago. The Client Support 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 all first level end-user problems; escalates all Tier 2 problems to the next level of support for guidance and direction; contacts third-party vendors for warranty service repair and dispatch.

Requirements

Primary Responsibilities

• 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.

Have the Ability to:

Deliver technical customer support professionally; identify, troubleshoot and resolve a wide range of technical computer-related problems; make the distinction between first and second level end-user problems; identify, evaluate and solve end-user workstation problems; support and train end-users in a wide range of software applications as needed; read, understand and apply complex technical information; master new computer technology; maintain cooperative working relationships; demonstrate sensitivity to, and respect for, a diverse population. Represent the company by always supporting and communicating in an effective and professional manner.

Knowledge of:

Desktop operating systems, various software applications and basic hardware for the workstations and laptops; principles and theories of network systems and management; Internet technologies and products; understanding of change control procedures; basic understanding of electrical safety procedure.

Minimum Qualifications:

Candidates must meet the minimum qualifications as detailed below or have an equivalent of documented experience. Equivalency decisions are made based on a combination of education and experience that would likely provide the required knowledge and abilities.

Experience:

• 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 in providing support for end user
• 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

Special Requirements:

• Must be able to sit for prolonged periods of time in front of a computer.
• Must be able to perform physical activities, such as, but not limited to, lifting heavy equipment (up to 45 lbs. unassisted), bending, standing, climbing or walking.
• Must have excellent written and oral communication skills.

Base Salary Range: $80K -$100K (bonus eligible).

Actual compensation within the range will be dependent upon the individual's skills, experience, qualifications and location, and applicable employment laws.