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 Summary:
Primary Responsibilities:
- Ability to handle diverse computing environments in a wide cross section of business environments.
- Analyze and document an unfamiliar client / server and network environment while assessing the quickest path to resolution.
- Perform rapid analysis of workstation / server level incidents and consistently demonstrate the ability to determine the root cause.
- Provide consulting to clients on certain applications, Thrives’ best practices, and general computing processes.
- Troubleshoot and resolve high level workstation, server and network incidents while following Thrives’ Standard operating procedures.
- Sets client expectations and provides regular updates/next steps 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 service desk service board for escalated service tasks:
- Prioritize tasks escalated from Technical Support Engineers
- Ensure that open service tasks are escalated and addressed appropriately from Technical Support Engineers
- Follow Thrives’ best practices for escalating tasks from Technical Support Engineers
- Escalate when necessary to Systems Administrator for further review/troubleshooting.
- Communicate steps taken during troubleshooting and resolution through clear non-technical communication, or by utilizing the appropriate level of technical verbiage.
- Demonstrate the correct level of urgency while resolving client incidents.
- Resolution of incidents 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)
- Networked Printer Issues
- Any Incidents escalated from Technical Support Engineers
Qualifications:
Basic:
- Bachelor’s Degree, Technical Degree or equivalent work experience
- Excellent problem solver; able to prioritize and coordinate between tasks
- 4-6+ years desktop and/or server support experience
- Self-motivated, has ability to work independently and in a team environment
- Experience troubleshooting network configuration and hardware issues
- Knowledge and experience with Microsoft Server and Workstation Technologies
- Knowledge and experience with Office 365 and Azure
- Excellent written and oral communication skills
- Ability to articulate technical information and convey to non-technical people
- Excellent customer service skills
- Is available to work after hours when necessary or for on call rotation if applicable
- Ability to follow previously documented process while notifying management of variables that have not been clarified
Preferred:
- VMWare experience
- CompTia A+/Network+
- MS-900: Office 365 Fundamentals
- Az-900: Azure Fundamentals
- MS-102: Microsoft 365 Administrator
Experience Requirements
Mid Level
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