Technical Support Engineer - Weekend Shift
Job title: Technical Support Engineer - Weekend Shift in New York City, NY at Thrive
Company: Thrive
Job description: SHIFT - Friday, Saturday, Sunday, Monday 8 AM to 7 PM ESTAbout UsThrive 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 upon NextGen services help us stand out among our peers. Thrive is on the look-out for individuals who donât view their weekdays spent at âa jobâ but rather look to develop valuable skills that ignite their passion and lead to a CAREER. If youâre attracted to a work hard, play hard environment and seek the guidance, training and experience necessary to build a lucrative career, then welcome to THRIVE!Position OverviewThe Tier 1 Engineer will have responsibility for remote client support. Thrive is looking to hire individuals who demonstrate technical proficiency, have strong verbal and written communication skills and have the desire to learn and be involved in all aspects of IT. Thrive provides a unique work environment for ambitious individuals through an unparalleled diversity of work and opportunities for growth. Thrive employees work independently as client consultants, as well as collaborating with our exceptionally talented team of engineers, to provide the best-in-breed IT support for our clients.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 consistently demonstrate the ability to determine the cause
Sets client expectations appropriately throughout the troubleshooting process
Utilizes appropriate software utilities, Thrivesâ Protect software, and vendor or application specific tools to provide fastest resolution of customer incidents
Monitor the Remote Service Center (RSC) Service Board for newly created service tickets
Prioritize tickets created
Follow Thrivesâ 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
Resolution of incidents/requests related to, but not limited to the following:
Mail Application/Office 365 issues
Client/Server Connectivity issues (per SOP)
Time Sensitive and VIP Workstation incidents
File Restores
Remote Access incidents (Citrix and Terminal Services)
Password Resets
Networked Printer Issues
Requirements
Bachelorâs 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 customizing Microsoft Office including Outlook configurations
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
Must be able to work effectively in a team environment as well as alone
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 +
Microsoft: MCP/MCITP/MCSA
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Expected salary:
Location: New York City, NY
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Company: Thrive
Job description: SHIFT - Friday, Saturday, Sunday, Monday 8 AM to 7 PM ESTAbout UsThrive 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 upon NextGen services help us stand out among our peers. Thrive is on the look-out for individuals who donât view their weekdays spent at âa jobâ but rather look to develop valuable skills that ignite their passion and lead to a CAREER. If youâre attracted to a work hard, play hard environment and seek the guidance, training and experience necessary to build a lucrative career, then welcome to THRIVE!Position OverviewThe Tier 1 Engineer will have responsibility for remote client support. Thrive is looking to hire individuals who demonstrate technical proficiency, have strong verbal and written communication skills and have the desire to learn and be involved in all aspects of IT. Thrive provides a unique work environment for ambitious individuals through an unparalleled diversity of work and opportunities for growth. Thrive employees work independently as client consultants, as well as collaborating with our exceptionally talented team of engineers, to provide the best-in-breed IT support for our clients.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 consistently demonstrate the ability to determine the cause
Sets client expectations appropriately throughout the troubleshooting process
Utilizes appropriate software utilities, Thrivesâ Protect software, and vendor or application specific tools to provide fastest resolution of customer incidents
Monitor the Remote Service Center (RSC) Service Board for newly created service tickets
Prioritize tickets created
Follow Thrivesâ 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
Resolution of incidents/requests related to, but not limited to the following:
Mail Application/Office 365 issues
Client/Server Connectivity issues (per SOP)
Time Sensitive and VIP Workstation incidents
File Restores
Remote Access incidents (Citrix and Terminal Services)
Password Resets
Networked Printer Issues
Requirements
Bachelorâs 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 customizing Microsoft Office including Outlook configurations
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
Must be able to work effectively in a team environment as well as alone
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 +
Microsoft: MCP/MCITP/MCSA
Powered by JazzHR
Expected salary:
Location: New York City, NY
Apply for the job now!
Apply Now