Onsite IT Support Engineer

InfoHedge Technologies LLC; New York (NY); On-site; USD 50,000 - 70,000; Full time

Job summary

A rapidly growing technology solutions provider is seeking a Client Help Desk Support Engineer. This role involves providing remote desktop support, managing service tickets, and ensuring excellent customer service. Ideal candidates will have a strong technical background and communication skills to assist users effectively.

Qualifications

• At least 2 years of experience with Mail/Exchange/Office 365 issues.
• Ability to explain technical issues to non-technical users.

Responsibilities

• Analyze workstation incidents and determine their causes.
• Communicate troubleshooting steps clearly to non-technical users.

Skills

Communication

Customer Service

Problem Solving

Education

Bachelor’s Degree

Technical Degree

Tools

Windows

Office 365

Active Directory

Microsoft Office Suite

Job description

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About Us

Thrive is a rapidly growing technology solutions provider focusing on Cloud, Cyber Security, Networking, Disaster Recovery, and Managed Services. Our corporate culture, engineering talent, customer-centric approach, and focus on "next generation" services help us stand out among our peers. Thrive seeks individuals who view their weekdays not just as "a job" but as an opportunity 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 guidance, training, and experience to build a lucrative career, welcome to THRIVE!

Position Overview

We are looking for an enthusiastic, personable, and qualified Client Help Desk Support Engineer to join our support team. This role involves providing end-user desktop support remotely to multiple users across various locations, primarily in Windows, Exchange, and Office 365 environments. The engineer will serve a Thrive private equity client onsite in NYC and remotely, acting as a desktop support technician and server administrator, handling Level 1 and 2 service tickets, escalating issues as needed, and coordinating with third-party vendors for warranty repairs.

Responsibilities

• Analyze workstation incidents rapidly and determine their causes.
• Set appropriate client expectations during troubleshooting.
• Use software utilities, Thrive’s Protect software, and vendor tools for quick resolution of incidents.
• Prioritize and manage support tickets.
• Communicate troubleshooting steps and resolutions clearly to non-technical users.
• Handle incidents related to Mail Applications, Office 365, connectivity, remote access, password resets, and network issues.

Requirements

• Bachelor’s Degree, Technical Degree, or equivalent experience.
• At least 2 years of experience with incidents such as Mail/Exchange/Office 365 issues, OS configuration, Active Directory, Microsoft Office Suite, antivirus troubleshooting, VPN setup, and network connectivity.
• Strong communication skills and a professional, customer-focused attitude.
• Ability to explain technical issues to non-technical users effectively.
• Enthusiastic, energetic, with a "can do" attitude and a commitment to excellent customer service.