Technical Support Engineer - Late Shift

Thrive; United States; Remote; USD 40,000 - 80,000; Full time

Job summary

An innovative technology solutions provider is seeking a Tier 1 Engineer to deliver exceptional remote client support in a dynamic work environment. This role emphasizes technical proficiency and strong communication skills, allowing you to engage with diverse computing environments and provide top-tier IT support. Thrive offers a unique opportunity to develop valuable skills while working independently and collaboratively within a talented team. If you're passionate about technology and customer service, this is your chance to build a lucrative career in a supportive and growth-oriented atmosphere.

Qualifications

• 2-4+ years of desktop support experience required.
• Ability to communicate technical info effectively to non-technical audiences.

Responsibilities

• Handle diverse computing environments across various business clients.
• Resolve incidents related to email, Office 365, and network printers.

Skills

Problem-solving

Communication

Customer Service

Desktop Support

Mobile Device Troubleshooting

Education

Bachelor’s Degree or Technical Degree

Tools

Microsoft Office

Active Directory

Windows OS

VMWare

Job description

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SHIFT - MONDAY TO FRIDAY 11:30 PM to 8:30 AM EST!

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 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 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 infrequent onsite support, involving heavy interaction with end-users across diverse computing environments. Thrive looks for candidates 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 as part of a talented team to deliver top-tier IT support.

Responsibilities

1. Handle diverse computing environments across various business clients.
2. Analyze and document unfamiliar client/server networks and assess resolutions.
3. Perform rapid analysis of workstation incidents to determine causes.
4. Set appropriate client expectations during troubleshooting.
5. Use software utilities, Thrive’s Protect software, and vendor tools to resolve incidents quickly.
6. Monitor the Remote Service Center (RSC) Service Board for new tickets.
7. Prioritize tickets and escalate to Tier 2 as needed following best practices.
8. Communicate troubleshooting steps and resolutions clearly to non-technical clients.
9. Resolve incidents related to email, Office 365, connectivity, VIP incidents, file restores, remote access, password resets, and network printers.

Requirements

• Bachelor’s or technical degree, or equivalent experience.
• Strong problem-solving skills with the ability to prioritize tasks.
• 2-4+ years of desktop support experience.
• Knowledge of mobile device troubleshooting.
• Experience with Microsoft Office, Outlook, and workstation hardware troubleshooting.
• Knowledge of Active Directory.
• Ability to communicate technical info effectively to non-technical audiences.
• Passion for delivering excellent customer service.
• Ability to work independently and in a team.
• Excellent communication skills.
• Willingness to travel within the Greater Boston area if needed.

Preferred Technical Knowledge

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

Preferred Certifications

• CompTIA Net+
• Microsoft MCP/MCITP/MCSA

Seniority Level

• Mid-Senior level

Employment Type

• Full-time

Job Function

• Information Technology

Industries

• IT Services and IT Consulting