Client Support Engineer

Thrive; New York (NY); On-site; USD 80,000 - 105,000; Full time

Job summary

Thrive is seeking a Client Site Services Engineer to deliver on-site technical support for client offices in New York. You will diagnose and resolve hardware, software, and connectivity issues, conduct end-user training, and assist engineers and technicians.

Work requires strong documentation and coordination with Tier 2 when needed. This role emphasizes deskside support at client sites, printer and VPN troubleshooting, and collaboration with network engineering.

Qualifications

• 3+ years providing end-user support for desktop and applications.
• 3+ years installing, upgrading, and repairing PCs in a corporate environment.
• 3+ years supporting Microsoft applications and management software.
• 2+ years supporting an enterprise user base in legal or financial services.

Responsibilities

• Provide on-site deskside support at client offices; resolve first-level issues.
• Diagnose and resolve end-user hardware, software, and connectivity problems.
• Escalate complex issues to Tier 2, coordinate with vendors for warranty service.
• Document all incidents and resolutions in the ticketing system.

Skills

End-user support

Desktop troubleshooting

Microsoft applications

VPN connectivity

Printer issues

Networking basics

Citrix sessions

Documentation

Education

CompTIA A+ Certification

CompTIA Net+ Certification

Tools

Citrix

Windows OS

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!

Location: New York, NY

(onsite 5x/week)

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 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 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

Base Salary Range: $80K -$105K (bonus eligible)

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