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    Bilingual Technical Support Engineer - Doral, United States - Thrive Networks

    Thrive Networks
    Thrive Networks Doral, United States

    1 week ago

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    Description
    Will work from Miami office 5x per week

    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 upon NextGen services help us stand out among 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 and seek the guidance, training and experience necessary to build a lucrative career, then welcome to THRIVE
    Position Overview


    The Tier 1 Engineer will have responsibility for remote client support, as well as infrequent onsite support, including heavy interaction with end-users in diverse computing environments.

    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-breedIT 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, Thrives' 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 Thrives' 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

    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 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
    Willingness to travel if needed to clients in the Greater Boston area
    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

    #J-18808-Ljbffr
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