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Client Support Engineer

Thrive

Overland Park, KS

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JOB DETAILS
JOB TYPE
Full-time
SKILLS
Call Centers, Citrix Product Family, Communication Skills, CompTIA - Computing Technology Industry Association, CompTIA A+, Computer Workstations, Customer Support/Service, Desktop Administration, Desktop Hardware, Desktop PC, Disaster Recovery, Documentation, Email Servers, Financial Services, Frequently Asked Questions (FAQ), Hardware Repair, Help Desk, Hybrid Cloud, Identify Issues, Internet Security, Internet Server Software, Internet/Online Service, Knowledge Base, Laptop PC, Legal, Local Area Network (LAN), Microsoft Product Family, Network Administration/Management, Network Connectivity, On Site Support, PC Hardware, PC Software, Peripheral Hardware, Printers, Problem Solving Skills, Resolve Customer Issues, Software Administration, Technical Support, Time Management, VPN (Virtual Private Network)
LOCATION
Overland Park, KS
POSTED
30+ days ago
Location: Overland Park, Kansas (onsite 5x/week)

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
Provide 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 office.

The Client Site Services Engineer 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 end-user problems; 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.
  • Ensure that all client issues and resolutions are properly documented in the defined ticketing system of either Thrive or the client as required
  • 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

Qualifications
  • 3+ years providing end-user support for current PC desktop and application software
  • 3+ years installing, upgrading, troubleshooting, and repairing personal computers in a corporate networked environment
  • 3+ years providing end-user support for current suite of Microsoft applications and management software
  • 2+ years providing support for an enterprise level userbase in either the legal or financial services industries
  • CompTIA A+ Certification or equivalent experience
  • CompTIA Net+ Certification or equivalent experience

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