Client Help Desk Support Engineer

*This role is in-office 5 days a week in New York City* 

About Us

Thrive is a rapidly growing technology solutions provider focusing upon Cloud, Cyber Security, Networking, Disaster Recovery and Managed Services.  Our corporate culture, engineering talent, customer-centric approach, and focus upon “next generation” services help us stand out amongst our peers.  Thrive is on the look-out for individuals who don’t view their weekdays spent at “a job”, but rather look to develop valuable skills that ignite their passion and lead to a CAREER.  If you’re attracted to a “work hard, play hard” environment, seeking the guidance, training and experience necessary to build a lucrative career, then welcome to THRIVE!

Position Overview

Thrive is seeking an enthusiastic, personable, and qualified Client Help Desk Support Engineer to join our support team. This person will provide end-user desktop support remotely to multiple users at multiple locations running Windows, Exchange and Office 365 environments.

The Client Help Desk Support Engineer will serve a Thrive private equity client onsite at their office in NYC as well as working with them remotely. The Client Help Desk Support Engineer will serve as a desktop support technician and an end-user server administrator to all client issues while responding to Level 1 and 2 service ticket requests/problem. This Engineer will escalate all problems to the next level of support for guidance/ direction and contacts third-party vendors for warranty service repair.

Responsibilities

• 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, Thrives’ Protect software, and vendor or application specific tools to provide fastest resolution of customer incidents
• Prioritize tickets created
• 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, etc.

Requirements

• Bachelor’s Degree, Technical Degree or equivalent work experience
• Must have 2+ years of experience with the below incidents/requests related to, but not limited to the following:
  • Mail Application/ Exchange /Office 365 issues
  • In depth knowledge of various operating systems (Mac-OS, Windows).
  • Installing and configuring computer hardware operating systems and applications.
  • Active Directory - Account creation/modification and Password Resets
  • Basic Microsoft Office products (Outlook, Excel, Word, PowerPoint)
  • Microsoft Office Suite 2007 and newer.
  • Experience with anti-virus technologies and troubleshooting.
  • Client VPN setup and troubleshooting.
  • Network and connectivity troubleshooting.
• Strong written and verbal communication skills
• Maintain a high level of world-class customer service/professionalism to a wide range of customers
• Ability to articulate technical information and convey to non-technical people
• Enthusiastic individual with professional appearance and strong drive to provide quality support and truly excellent customer service
• Have a "can do" attitude with the ability to be energetic and enthusiastic

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