Job Description

Introduction: 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 \xe2\x80\x9cnext generation\xe2\x80\x9d services help us stand out amongst our peers. Thrive is on the look-out for individuals who don\xe2\x80\x99t view their weekdays spent at \xe2\x80\x9ca job\xe2\x80\x9d, but rather, look to develop valuable skills that ignite their passion and lead to a CAREER. If you\xe2\x80\x99re attracted to a \xe2\x80\x9cwork hard, play hard\xe2\x80\x9d environment, seeking the guidance, training and experience necessary to build a lucrative career, then welcome to THRIVE!!
Position Summary: The Service Desk functions as a technical support center for Thrive clientele. All members of the service desk are collectively responsible to provide remote support for network, server, and end-user support and associated devices. Team members must be able to communicate technical issues with technical parties and non-technical parties, have technical proficiency in multiple technologies and be able to work in a diverse environment. As an associate engineer, you will be the first line of communication with the client and responsible for the accurate creation/updating of their technical ticket. You will also be tasked with working diligently to coordinate clients returning calls with the engineer if available to assist immediately when possible.
Primary Responsibilities:

• Responsible for daily assignment of service incidents/requests from both Thrive engineers and customer points of contact.
• Develop in depth understanding of Thrive products as they integrate into corporate infrastructure.
• First response and initial triage of customer phone calls; troubleshooting single user/system impacting tickets immediately and entering tickets into our ticketing software.
• Responsible for completion of specific designation of tasks to resolve as quickly as possible at the time of creation and escalating to Technical Support Engineers when necessary.
• Working with client requests to code, assign and facilitate completion during times where direct client interaction via phone is not required.
• Escalation of tasks to escalation engineers based on time or skill requirements when necessary.
• Resolution of incidents/requests related to, but not limited to the following:
  • Single User Mail Application/Office 365 issues
  • Time Sensitive user impacting incidents
  • Password Resets
  • Networked Printer Issues

• Associate\xe2\x80\x99s Degree, Technical Degree or equivalent work experience
• Excellent problem solver; able to prioritize and coordinate between tasks
• 1-3+ 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
• Excellent written and oral communication skills
• Ability to articulate technical information and convey to non-technical people
• Excellent customer service skills
• Ability to follow previously documented process while notifying management of variables that have not been clarified

• Experience with Microsoft Windows OS
• Experience with Apple OS
• Experience with monitoring and remote management tools
• Network+