About UsThrive 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 OverviewProvide technical hardware, software, and connectivity problem resolution to all client computers and users by diagnosing and walking users through step-by-step solutions; clearly communicate technical solutions in a user-friendly, professional manner; provide one-on-one end-user training as needed; assist engineers and technicians; troubleshoot printer problems; work with next level support to resolve complex issues; conduct hardware and software maintenance and reporting as needed; and perform related work as required. All work to be performed in client offices in Houston. The Technical Support Engineer, Field will serve their primary client by going on-site to their locations, serving as deskside support and on-site support to all client issues, responding to service tickets of the client's requests or problems; resolves all first level end-user problems; escalates all Tier 2 problems to the next level of support for guidance and direction; contacts third-party vendors for warranty service repair and dispatch.
Primary Responsibilities - Primary responsibilities are descriptive and not restrictive in nature
- Identifies, diagnoses, and resolves first level problems for end-users of the workstations, laptops, terminal services and Citrix sessions, end-user software and hardware, network and VPN connectivity, the Internet, server services, server drive space, validation of server error messages for escalation, and new computer technology in a call center environment; communicates solutions to end-users effectively
- Provides one-on-one end-user problem resolution for client (PC) software and connectivity
- Sets up and assists in the configuration of end-user PC desktop hardware, software and peripherals, both onsite and remotely
- Diagnoses and resolves end-user network or local printer problems, PC hardware problems and basic server, e-mail, Internet, VPN, and local-area network access problems
- Coordinates timely repair of PC computer equipment covered by third-party vendor maintenance agreements
- Performs minor desktop hardware repair for PC computer equipment and peripherals that are not covered by third party vendor maintenance agreements as needed
- Acts as remote hands for engineering staff onsite as needed
- Assists Network Technicians in creating materials for end-user frequently asked questions (FAQs) and procedural knowledgebase articles
- Provides assistance to Tier 2-3 staff with problem research and documentation
Have the Ability to:Deliver technical customer support professionally; identify, troubleshoot and resolve a wide range of technical computer-related problems; make the distinction between first and second level end-user problems; identify, evaluate and solve end-user workstation problems; support and train end-users in a wide range of software applications as needed; read, understand and apply complex technical information; master new computer technology; maintain cooperative working relationships; demonstrate sensitivity to, and respect for, a diverse population. Represent the company by supporting and communicating in an effective and professional manner at all times.
Knowledge of:Desktop operating systems, various software applications and basic hardware for the workstations and laptops; principles and theories of network systems and management; Internet technologies and products; understanding of change control procedures; basic understanding of electrical safety procedure.
Minimum QualificationsCandidates must meet the minimum qualifications as detailed below or have an equivalent of documented experience. Equivalency decisions are made based on a combination of education and experience that would likely provide the required knowledge and abilities.
Experience: - 5+ years providing end-user support for current PC desktop and application software
- 5+ years installing, upgrading, troubleshooting and repairing personal computers in a corporate networked environment
- 2+ years providing support for an enterprise level userbase in either the legal or financial services industry
Special Requirements:- Must be able to sit for prolonged periods of time in front of a computer
- Must be able to perform physical activities, such as, but not limited to, lifting heavy equipment (up to 45 lbs. unassisted), bending, standing, climbing or walking
- Must have excellent written and oral communication skills