Technical Support Engineer

InfoHedge Technologies LLC; Overland Park (KS); Remote; USD 45,000 - 70,000; Full time

Job summary

An innovative technology solutions provider is seeking a Tier 1 Engineer to deliver exceptional IT support. This role involves remote client assistance and occasional onsite support, requiring strong technical skills and effective communication. You will handle diverse computing environments, troubleshoot incidents, and ensure client satisfaction. Thrive in a collaborative atmosphere that encourages skill development and career growth. Join a company that values your contributions and offers a dynamic work environment where you can make a real impact in the field of IT support.

Qualifications

• 2-4+ years of desktop support experience is required.
• Excellent problem-solving and communication skills are essential.

Responsibilities

• Provide remote and onsite client support for diverse computing environments.
• Analyze and document client/server network environments for quick resolutions.

Skills

Problem-solving

Communication Skills

Customer Service

Technical Proficiency

Education

Bachelor’s Degree

Technical Degree

Tools

Microsoft Office

Active Directory

Windows OS

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. Our corporate culture, engineering talent, customer-centric approach, and focus on NextGen services help us stand out among our peers. Thrive seeks individuals who view their workweek as an opportunity for skill development and career growth. If you thrive in a work-hard, play-hard environment and seek guidance, training, and experience to build a lucrative career, welcome to THRIVE!

Position Overview

The Tier 1 Engineer will be responsible for remote client support and occasional onsite support, involving heavy interaction with end-users in diverse computing environments. Thrive looks for individuals demonstrating technical proficiency, strong communication skills, and a desire to learn and engage in all aspects of IT. Our work environment offers diverse opportunities for growth, where employees work independently and collaboratively to deliver top-tier IT support.

Responsibilities

1. Handle diverse computing environments across various business clients.
2. Analyze and document unfamiliar client/server network environments and assess the quickest resolution paths.
3. Perform rapid analysis of workstation incidents and determine root causes.
4. Set appropriate client expectations throughout troubleshooting.
5. Utilize software utilities, Thrive’s Protect software, and vendor-specific tools for incident resolution.
6. Monitor the Remote Service Center (RSC) Service Board for new tickets, prioritize, and escalate as needed.
7. Communicate troubleshooting steps and resolutions clearly to clients.
8. Resolve incidents related to Mail/Office 365, connectivity, VIP workstations, file restores, remote access, password resets, and network printers.

Requirements

1. Bachelor’s Degree, Technical Degree, or equivalent experience.
2. Excellent problem-solving skills and ability to prioritize tasks.
3. 2-4+ years of desktop support experience.
4. Knowledge of mobile device troubleshooting and configuration.
5. Experience with Microsoft Office, Outlook, and workstation hardware troubleshooting.
6. Knowledge of Active Directory.
7. Ability to communicate technical information effectively to non-technical users.
8. Passion for delivering excellent customer service.
9. Ability to work independently and in a team.
10. Strong written and oral communication skills.

Additional Preferred Technical Knowledge

• Deep knowledge of Windows OS (7, 8.1, 10, etc.)
• Experience with Windows Server and monitoring/remoting tools
• Experience with Apple OS and VMWare

Preferred Certifications

• CompTIA Net+
• Microsoft MCP/MCITP/MCSA