What are the responsibilities and job description for the Technical Support Engineer - Field position at Thrive?
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
Field based Technical Support Engineers work within our Site Services sub function, and are responsible for all 2nd-3rd on-site breakfix customer support. This is a very customer facing role, and this individual will have experienced and developed communication skills in equal measure to technical ability. On-Site support will be provided via a combination of on-site customer shift rotations (working on-site in a dedicated capacity for a customer over as set period of time), or dispatched to a customer site in an adhoc capacity as part of a shift rotation on-site at the regional Thrive offices. Those within this team are responsible for setting the very best impression of the firm, as they represent the business when working with customers on directly in their offices. This position therefore requires high levels of professionalism, strong problem solving skills and the ability to quickly learn new technologies.
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
- Assisting project teams in onboarding new clients and O365 and Sharepoint migrations
- 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
- 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)
- Networked Printer Issues
Qualifications
- 3 plus years’ experience in providing on-site face-to-face IT Support in sophisticated Trading Floor environments, where high levels of services and technical expertise are required.
- Strong communication and customer service skills
- Demonstrated ability to work independently and have made strong technical and business judgements in mission critical IT support functions within a Financial Services environment
- Strong diagnostic and troubleshooting skills
- Driven to provide superior support. Demonstrate a true ownership mentality
- Strong knowledge of O365, Active Directory and Exchange is essential
- Expert in creating user accounts, creating distribution Lists and global contacts in Exchange etc.
- Good understanding and experience working with VMWare
- Strong knowledge of industry standard desktop imaging and packaging. MDT or SCCM
- Strong understanding of market data – Bloomberg, Reuters, FactSet etc. Proven expertise integrating with Excel plug-ins
- Basic networking knowledge of routers, firewalls, and switches
- Working knowledge of spyware and malware removal tools
- Strong knowledge of mobile device management
- Powershell scripting
- GPO Creation & Active Directory Management
