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:
o Prioritize tasks escalated from Technical Support Engineers
o Ensure that open service tasks are escalated and addressed appropriately from Technical Support Engineers
o Follow Thrives’ best practices for escalating tasks from Technical Support Engineers
o 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:
o Mail Application/Office 365 issues
o Client/Server Connectivity issues (per SOP)
o Time Sensitive and VIP Workstation incidents
o File Restores
o Remote Access incidents (Citrix and Terminal Services)
o Networked Printer Issues
o 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