Level II Engineer - Field Services & Remote Support

Thrive - New York, NY (30+ days ago)3.9


About Us:

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 “next generation” services help us stand out amongst 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, seeking the guidance, training and experience necessary to build a lucrative career, then welcome to THRIVE!

Position Overview:

Thrive is seeking an enthusiastic, personable, and qualified Level II Engineer to join our support team. This individual will provide end-user desktop support remotely to several users at multiple locations running Windows, Exchange and Office 365 environments.

The Level II Engineer will serve clients by going on-site to the client’s locations as well as working with them remotely from our NYC office. This individual will serve as a desktop support technician and an end-user server administrator to all client issues while responding to Level 1 and 2 service ticket requests/problems. The Level II Engineer will be responsible for technical documentation, assessing, resolving, and/or escalating issues as appropriate. The Level II Engineer will escalate all problems to the next level of support for guidance and direction; contacts third-party vendors for warranty service repair. This individual will communicate to the IT Coordinator for problems that cannot be resolved.

Requirements:

  • 2+ years providing end-user support for current PC desktop, application software and user server administration
  • 2+ years troubleshooting and repairing personal computers in a corporate networked environment
  • Strong communication/interpersonal skills, both written, verbal and excellent telephone manner
  • Maintain a high level of world-class customer service/professionalism to a wide range of customers
  • Enthusiastic individual with professional appearance and strong drive to provide quality support with a "can do" attitude and the ability to be energetic all times
  • Articulate technical information and convey to non-technical people
  • Ability to concisely describe or summarize a problem and steps taken to diagnose and resolve it, in writing
  • Working collaboratively and cohesively in a team environment is critical to this role
  • Excellent attention to detail and multi-tasking ability
  • Excellent problem solver; able to prioritize and coordinate between tasks
  • Ability to identify, diagnose, and resolve first level problems for end-users of the workstations, laptops, printers and Mobile devices
  • Must have 2+ years of experience with the below incidents/requests related to, but not limited to the following:
  • Mail Application/Exchange/Office 365 issues
  • In depth knowledge of various operating systems (Mac-OS, Windows)
  • Installing and configuring computer hardware operating systems and applications
  • Active Directory - account creation/modification and password resets
  • Basic Microsoft Office products (Outlook, Excel, Word, PowerPoint)
  • Microsoft Office Suite 2007 and beyond
  • Experience with anti-virus technologies and troubleshooting
  • Client VPN setup and troubleshooting
  • Network and connectivity troubleshooting

Education Requirement:

  • Bachelor’s Degree, Technical Degree or equivalent work experience

Benefits:

  • A highly competitive salary
  • A creative and fun work environment
  • Medical, Dental, Life Insurance, 401(k) Benefits
  • Generous vacation/PTO policy

Job Type: Full-time