Onsite IT Support Engineer

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

Job summary

A rapidly growing technology solutions provider in NYC is seeking an enthusiastic Client Help Desk Support Engineer. This entry-level position involves providing remote end-user support, troubleshooting incidents, and ensuring customer satisfaction. Ideal candidates will possess strong communication skills and a positive attitude, with a focus on resolving technical issues efficiently.

Qualifications

• At least 2 years of experience with Mail/Exchange/Office 365 issues.
• Experience in hardware/software installation and network troubleshooting.

Responsibilities

• Perform rapid analysis of workstation incidents.
• Communicate troubleshooting steps clearly to non-technical users.
• Resolve incidents related to Mail/Office 365 and networked printers.

Skills

Communication

Customer Service

Problem Solving

Education

Bachelor’s Degree

Technical Degree

Tools

Active Directory

Microsoft Office Suite

VPN

Job description

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 amongst 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, then welcome to Thrive!

Position Overview

Thrive is looking for an enthusiastic, personable, and qualified Client Help Desk Support Engineer to join our support team. This role involves providing remote end-user desktop support to multiple users across various locations, primarily working with Windows, Exchange, and Office 365 environments.

The Support Engineer will serve a Thrive private equity client onsite in NYC and remotely, acting as a desktop support technician and end-user server administrator. Responsibilities include responding to Level 1 and 2 service tickets, escalating issues as needed, and coordinating with third-party vendors for warranty repairs.

Responsibilities

1. Perform rapid analysis of workstation incidents to determine causes.
2. Set appropriate client expectations during troubleshooting.
3. Use appropriate software utilities, Thrive’s Protect software, and vendor-specific tools to resolve incidents quickly.
4. Prioritize support tickets.
5. Communicate troubleshooting steps and resolutions clearly to non-technical users.
6. Resolve incidents related to Mail/Office 365, connectivity, VIP workstation issues, file restores, remote access, password resets, and networked printers.

Requirements

1. Bachelor’s Degree, Technical Degree, or equivalent work experience.
2. At least 2 years of experience handling incidents/requests such as Mail/Exchange/Office 365 issues, operating systems (Mac OS, Windows), hardware/software installation, Active Directory management, Microsoft Office Suite, antivirus troubleshooting, VPN setup, and network troubleshooting.
3. Strong communication skills, professionalism, and a customer service mindset.
4. Enthusiastic, energetic, with a positive "can do" attitude.

Additional Information

• Seniority level: Entry level
• Employment type: Full-time
• Job function: Information Technology
• Industries: IT Services and Consulting