Tier 1 Engineer
Thrive Operations

About $64,000 - $90,000 a year

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-breed IT support for our clients.

Primary 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

Skills & Experience:
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

Preferred Skills:
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 Certifications:

For more information on this job opening or to apply, please email careers@thrivenetworks.com.