InfoHedge Technologies LLC
Technical Support Engineer
InfoHedge Technologies LLC, Birmingham, Alabama, United States, 35275
About Thrive
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 looks for individuals who want to develop valuable skills that ignite their passion and lead to a CAREER, in a work hard, play hard environment with guidance, training and experience to build a lucrative career. Position Overview
The Tier 1 Engineer will be responsible for remote client support, as well as infrequent onsite support, including heavy interaction with end-users in diverse computing environments. Thrive seeks individuals who demonstrate technical proficiency, strong verbal and written communication skills, and a desire to learn and be involved in all aspects of IT. Thrive provides a unique work environment with opportunities for growth. Employees work independently as client consultants and collaboratively with an exceptionally talented team of engineers to provide 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 determine the cause Set client expectations appropriately throughout the troubleshooting process Utilize appropriate software utilities, Thrive 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 Thrive’s 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 Resolve incidents/requests related to, but not limited to: Mail/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 Basic Qualifications
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 configuring Microsoft Office including Outlook Experience troubleshooting workstation hardware issues Knowledge and experience with Active Directory Ability to articulate technical information 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 Other Preferred Technical Knowledge
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 Certification
CompTIA Net+ Microsoft: MCP/MCITP/MCSA Additional Information
Seniority level: Mid-Senior level Employment type: Full-time Job function: Information Technology Industries: IT Services and IT Consulting Referrals increase your chances of interviewing at Thrive by 2x. Get notified about new Technical Support Engineer jobs in Birmingham, AL.
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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 looks for individuals who want to develop valuable skills that ignite their passion and lead to a CAREER, in a work hard, play hard environment with guidance, training and experience to build a lucrative career. Position Overview
The Tier 1 Engineer will be responsible for remote client support, as well as infrequent onsite support, including heavy interaction with end-users in diverse computing environments. Thrive seeks individuals who demonstrate technical proficiency, strong verbal and written communication skills, and a desire to learn and be involved in all aspects of IT. Thrive provides a unique work environment with opportunities for growth. Employees work independently as client consultants and collaboratively with an exceptionally talented team of engineers to provide 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 determine the cause Set client expectations appropriately throughout the troubleshooting process Utilize appropriate software utilities, Thrive 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 Thrive’s 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 Resolve incidents/requests related to, but not limited to: Mail/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 Basic Qualifications
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 configuring Microsoft Office including Outlook Experience troubleshooting workstation hardware issues Knowledge and experience with Active Directory Ability to articulate technical information 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 Other Preferred Technical Knowledge
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 Certification
CompTIA Net+ Microsoft: MCP/MCITP/MCSA Additional Information
Seniority level: Mid-Senior level Employment type: Full-time Job function: Information Technology Industries: IT Services and IT Consulting Referrals increase your chances of interviewing at Thrive by 2x. Get notified about new Technical Support Engineer jobs in Birmingham, AL.
#J-18808-Ljbffr