Client Support Engineer

Thrive is a NextGen global technology outsourcing provider that empowers small and mid-market organizations to transform their technology into a strategic advantage. Offering a breadth of services from AI and cybersecurity to cloud, compliance, and traditional MSP/MSSP solutions, Thrive’s team of seasoned experts develop strategies that standardize, scale, and automate technology to achieve outsized ROI. From advisory services to a 24×7×365 SOC and NOC, Thrive provides end-to-end IT and cybersecurity management so clients can focus on innovation and growth.

Location: onsite in Cleveland, Ohio 5 days a week

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.

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
  
  

Requirements

• 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
• 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
  
  

What Sets Us Apart:

Thrive is more than just a company; it's a testament to the power of technology and human collaboration. We deliver exceptional white glove, personalized service through our local POD approach of subject matter experts. Our journey is marked by continuous evolution, innovation, and an unwavering dedication to achieving technological excellence for our clients.

• A Proven M&A Record: Thrive has completed 26 acquisitions since 2016, with a 95% employee retention rate within 12 months from acquired companies
• A Wide Customer Base and Global Reach: Thrive serves 2600 customers around the world, primarily mid-market and sophisticated SMBs. Thrive has a global footprint with offices in multiple countries, including the US, UK, Canada, Australia, Singapore, Hong Kong, and the Philippines
• Leading Cloud and Technology Platform Alliances: Thrive offers comprehensive NextGen cloud solutions, including support for major platforms like Microsoft Azure and AWS public cloud, as well as its own enterprise-class private and hybrid cloud offerings
  
  

Thrive is committed to providing fair and equitable compensation practices for all employees and strive to provide competitive salaries that reflect the value and skills each team member brings to our organization. Salaries are determined according to the job's scope, market data, location, and the candidate’s qualifications, including experience and relevant education.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status or any other legally protected status.