Client Support Engineer (Spanish Speaking)

Thrive; Houston (TX); On-site; USD 45,000 - 65,000; Full time

Job summary

Thrive is seeking a Client Support Engineer to be the face of the company at a single enterprise client site in Houston. You will set up iPads and mobile devices for new users, provide first-touch orientation, manage local inventory, and offer real-time onsite support for hardware, software, and user issues.

You will serve as the primary onsite resource, teach end users, handle device provisioning, and coordinate with vendors for replacements or warranty service.

Qualifications

• Bachelor's Degree, Technical Degree or equivalent work experience.
• Strong problem solving and prioritization skills.
• 1-3+ years desktop support experience.
• Bilingual English and Spanish required.
• Experience with M365 and Outlook configurations.
• Knowledge of Active Directory and Entra AD.
• Excellent customer service and communication.
• Ability to work after hours or on-call if needed.

Responsibilities

• Serve as the primary onsite IT support resource for one client location, providing day-to-day IT support and customer service within the client's environment.
• Provision iPads and mobile devices for new employees, including user accounts, software installation, and client-standard configuration.
• Manage device returns, shipping, receiving, and inventory updates with accurate tracking.
• Provide in-person guidance and demonstrations to end users on device use.
• Troubleshoot and resolve onsite hardware, software, and connectivity issues.
• Escalate requests after initial troubleshooting when unresolved within SLA.
• Liaise with third-party vendors for device replacements or warranty service.
• Document all device setups and configurations in the PSA system.
• Maintain records of work performed, time spent, and equipment handled.
• Adhere to SLAs, internal policies, and security protocols.
• Coordinate onboarding and termination processing for new hires.
• Conduct regular touchpoints with client contacts to align on priorities.

Skills

Problem Solving

Customer Service

Bilingual English/Spanish

Communication Skills

Teamwork

Time Management

M365 Administration

Active Directory/Entra AD

Inventory & Asset Tracking

Windows OS Knowledge

Apple OS Knowledge

Education

Bachelor's Degree or Technical Degree or equivalent

Tools

M365 Admin

Active Directory / Entra AD

Inventory Management

VMware

iOS & Android OS

Windows OS

Job description

Position Summary: As a Client Support Engineer, you will be the primary face of Thrive, fully embedded within a single enterprise client's environment. Your primary responsibility will be to set up iPads and other mobile devices for new users, provide first-touch technology orientation, manage local inventory, and offer real-time support for onsite hardware, software, and user-related issues. Thrive employees work independently as client consultants, as well as collaborating with our exceptionally talented team of engineers, to provide the best-in-breed IT support for our clients.

Primary Responsibilities

• Serve as the primary onsite technical support resource for one of our customer locations, providing day-to-day IT support and customer service while working within the client's environment and culture
• Provision iPads and other mobile/computing devices for new employees, including setup of user accounts, software installation, and configuration to client standards
• Handle iPad returns, shipping, and receiving; ensure accurate inventory updates and physical device tracking
• Provide in-person guidance and demonstrations to end users on how to use their new devices effectively (iPads, Windows computers, etc)
• Troubleshoot and resolve onsite issues with hardware, software, and connectivity as they arise
• Escalate support requests to support engineers after initial troubleshooting when unable to resolve the issue within specified timeframes and guidelines
• Act as a liaison between the client and third-party vendors (e.g., Lenovo, Apple, Dell) for device replacements or warranty service
• Handle unboxing, boxing, and preparing IT equipment for deployment, shipping, or internal transfer
• Maintain clear communication with the client's IT leadership and internal teams regarding inventory, asset tracking, device readiness, and support needs
• Conduct new hire onboarding and termination processing, including provisioning accounts and devices for new hires and collecting/decommissioning equipment for terminations.
• Document all device setups, support actions, and configurations accurately within the PSA (ticketing) system
• Ensure adherence to service level agreements (SLAs), internal policies, and security protocols
• Keep accurate records of work performed, time spent, and equipment handled through timesheets and ticketing notes
• Conduct regular touchpoints with key client contacts to stay aligned on priorities and escalation needs appropriately
• Provide field support and training at satellite office locations as needed, including occasional travel
• Assist in maintaining and organizing physical inventory of IT equipment and associated tracking logs
• Maintain an organized, clean space while onsite at the assigned customer location
• Any other duties and tasks that are required by the Company

Requirements

Basic Qualifications

• Bachelor's Degree, Technical Degree or equivalent work experience
• Excellent problem solver; able to prioritize and coordinate between tasks
• 1-3+ years desktop support experience
• Must be bilingual - English and Spanish speaking
• Knowledge of mobile device configurations and troubleshooting
• Experience installing, troubleshooting and customizing M365 including Outlook configurations
• Experience troubleshooting workstation hardware issues
• Knowledge and experience with Active Directory and Entra AD.
• Ability to articulate technical information and convey to non-technical people
• Passionate about delivering excellent customer service
• Must be able to work effectively in a team environment as well as alone
• Excellent written and oral communication skills
• Is available to work after hours when necessary or for on call rotation if applicable

Other Preferred Technical Knowledge

• In depth knowledge of Windows OS (7, 8.1, 10, 11)
• Experience with Windows Server
• Experience with monitoring and remote management tools
• Experience with Apple OS
• Experience with VMWare
• Experience with iOS and Android OS

Preferred Certifications

• CompTIA A+ (220-1101)
• CompTIA A+ (220-1102)
• CompTIA Net+
• Mimecast Level 1