Technical Support Engineer

InfoHedge Technologies LLC; Detroit (MI); Remote; USD 50,000 - 70,000; Full time

Job summary

A technology solutions provider is looking for a Tier 1 Engineer to offer remote client support and occasional onsite assistance. The ideal candidate should have a Bachelor’s degree or equivalent experience, strong communication skills, and 2-4 years of desktop support experience. Responsibilities include analyzing client network environments and resolving technical incidents. Competitive opportunities for growth in a team-oriented environment are available.

Qualifications

• 2-4+ years desktop support experience.
• Experience installing, troubleshooting and configuring Microsoft Office.
• Knowledge and experience with Active Directory.

Responsibilities

• Provide remote support for diverse computing environments.
• Analyze client/server network environments.
• Monitor service tickets and prioritize accordingly.

Skills

Technical proficiency

Strong verbal communication

Strong written communication

Customer service

Teamwork

Education

Bachelor’s Degree or equivalent work experience

Tools

Microsoft Office

Windows OS

Active Directory

VMware

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. Thrive seeks individuals who want to develop valuable skills and build a career in a fast-paced environment.

Position Overview

The Tier 1 Engineer will be responsible for remote client support, with infrequent onsite support and heavy interaction with end-users in diverse computing environments. Thrive looks for individuals who demonstrate technical proficiency, strong verbal and written communication skills, and a desire to learn and be involved in all aspects of IT. Thrive provides a work environment with opportunities for growth as client consultants, collaborating with a talented team of engineers to provide high-quality IT support for clients.

Primary Responsibilities

• Ability to handle diverse computing environments in a wide cross section of business clients
• Analyze and document an unfamiliar client/server network environment while assessing the quickest path to resolution
• Perform rapid analysis of workstation-level incidents and determine the cause
• Set client expectations appropriately throughout the troubleshooting process
• Utilize appropriate software utilities, Thrive’s Protect software, and vendor or application tools to provide the fastest resolution of customer incidents
• Monitor the Remote Service Center (RSC) Service Board for newly created service tickets
• Prioritize tickets created
• Follow Thrive’s best practices for escalating tickets to Tier 2 engineers
• Communicate steps taken during troubleshooting and resolutions through clear non-technical communication
• Demonstrate the correct level of urgency while resolving client incidents
• Resolve incidents/requests related to Mail/Application/Office 365,
  Client/Server Connectivity, Time-Sensitive and VIP Workstation incidents, File Restores, Remote Access incidents (Citrix and Terminal Services), Password Resets, and Networked Printer Issues

Basic Qualifications

• Bachelor’s Degree, technical degree or equivalent work experience
• Excellent problem solver; able to prioritize and coordinate between tasks
• 2-4+ years desktop support experience
• Knowledge of mobile device configurations and troubleshooting
• Experience installing, troubleshooting and configuring Microsoft Office including Outlook
• Experience troubleshooting workstation hardware issues
• Knowledge and experience with Active Directory
• Ability to articulate technical information and convey to non-technical people
• Passionate about delivering excellent customer service
• Ability to work effectively in a team environment as well as independently
• Excellent written and oral communication skills

Other Preferred Technical Knowledge

• In-depth knowledge of Windows OS (7, 8.1, 10, etc.)
• Experience with Windows Server
• Experience with monitoring and remote management tools
• Experience with Apple OS
• Experience with VMware

Preferred Certification

• CompTIA Net+ (note: ensure current certification naming)
• Microsoft: MCP/MCITP/MCSA

EEO information: To comply with government Equal Employment Opportunity and/or Affirmative Action reporting regulations, some personal data may be requested; this information is voluntary and used only as permitted by law. The following sections of the application may include optional demographic questions. This information is not used to make employment decisions.