Technical Support Engineer at Thrive

Job DescriptionJob Description**MUST BE LOCATED IN OVERLAND, KS AREA**About 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 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 OverviewThe 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 ResponsibilitiesAbility to handle diverse computing environments in a wide cross section of business clientsAnalyze and document an unfamiliar client / server network environment while assessing the quickest path to resolutionPerform rapid analysis of workstation level incidents and consistently demonstrate the ability to determine the causeSets client expectations appropriately throughout the troubleshooting processUtilizes appropriate software utilities, Thrives’ Protect software, and vendor or application specific tools to provide fastest resolution of customer incidentsMonitor the Remote Service Center (RSC) Service Board for newly created service ticketsPrioritize tickets createdFollow Thrives’ best practices for escalating tickets to Tier 2 engineersCommunicate steps taken during troubleshooting and resolutions through clear non-technical communicationDemonstrate the correct level of urgency while resolving client incidentsResolution of incidents/requests related to, but not limited to the following:Mail Application/Office 365 issuesClient/Server Connectivity issues (per SOP)Time Sensitive and VIP Workstation incidentsFile RestoresRemote Access incidents (Citrix and Terminal Services)Password ResetsNetworked Printer IssuesBasic QualificationsBachelor’s Degree, Technical Degree or equivalent work experienceExcellent problem solver; able to prioritize and coordinate between tasks2-4+ years desktop support experienceKnowledge of mobile device configurations and troubleshootingExperience installing, troubleshooting and customizing Microsoft Office including Outlook configurationsExperience troubleshooting workstation hardware issuesKnowledge and experience with Active DirectoryAbility to articulate technical information and convey to non-technical peoplePassionate about delivering excellent customer serviceMust be able to work effectively in a team environment as well as aloneExcellent written and oral communication skillsOther Preferred Technical KnowledgeIn depth knowledge of Windows OS (7, 8.1, 10, etc.)Experience with Windows ServerExperience with monitoring and remote management toolsExperience with Apple OSExperience with VMWarePreferred CertificationCompTIA Net +Microsoft: MCP/MCITP/MCSAPowered by JazzHRThstq2GE7y