Customer Support Engineering

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!

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!

Provide technical hardware, software, and connectivity problem resolution to all client computers and users by diagnosing and walking users through step-by-step solutions; provide one-on-one end-user training as needed; work with next level support to resolve complex issues; conduct hardware and software maintenance and reporting as needed; All work to be performed in client office in Chicago. The Client Support 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; 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.

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; 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.

Deliver technical customer support professionally; identify, troubleshoot and resolve a wide range of technical computer-related problems; support and train end-users in a wide range of software applications as needed; master new computer technology; Represent the company by always supporting and communicating in an effective and professional manner.

Desktop operating systems, various software applications and basic hardware for the workstations and laptops; principles and theories of network systems and management; basic understanding of electrical safety procedure.

Candidates must meet the minimum qualifications as detailed below or have an equivalent of documented experience. 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 in providing support for end user

2+ years providing support for an enterprise level userbase in either the legal or financial services industries.

CompTIA Net+ Certification or equivalent experience

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. Base Salary Range: $80K -$100K (bonus eligible).