Systems Engineer

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 Summary:At Thrive, a Systems Engineer will have responsibility for remote client support, including heavy interaction with end-users in diverse computing environments. Thrive is looking to hire individuals who demonstrate technical proficiency, have strong verbal and written communication skills and have the desire to learn and be involved in all aspects of IT. A Systems Engineer will be taking escalation tickets from Technical Support Engineers as well as maintaining communication with the client throughout the technical troubleshooting process.Primary Responsibilities:Ability to handle diverse computing environments in a wide cross section of business environments.Analyze and document an unfamiliar client / server and network environment while assessing the quickest path to resolution.Perform rapid analysis of workstation / server level incidents and consistently demonstrate the ability to determine the root cause.Provide consulting to clients on certain applications, Thrives’ best practices, and general computing processes.Troubleshoot and resolve high level workstation, server and network incidents while following Thrives’ Standard operating procedures.Sets client expectations and provides regular updates/next steps appropriately throughout the troubleshooting process.Utilizes appropriate software utilities, Thrives’ Protect software, and vendor or application specific tools to provide fastest resolution of customer incidents.Monitor the service desk service board for escalated service tasks:Prioritize tasks escalated from Technical Support EngineersEnsure that open service tasks are escalated and addressed appropriately from Technical Support EngineersFollow Thrives’ best practices for escalating tasks from Technical Support EngineersEscalate when necessary to Systems Administrator for further review/troubleshooting.Communicate steps taken during troubleshooting and resolution through clear non-technical communication, or by utilizing the appropriate level of technical verbiage.Demonstrate the correct level of urgency while resolving client incidents.Resolution of incidents related to, but not limited to the following:Mail Application/Office 365 issuesClient/Server Connectivity issues (per SOP)Time Sensitive and VIP Workstation incidentsFile RestoresRemote Access incidents (Citrix and Terminal Services)Networked Printer IssuesAny Incidents escalated from Technical Support EngineersQualifications:Basic:Bachelor’s Degree, Technical Degree or equivalent work experienceExcellent problem solver; able to prioritize and coordinate between tasks4-6+ years desktop and/or server support experienceSelf-motivated, has ability to work independently and in a team environmentExperience troubleshooting network configuration and hardware issuesKnowledge and experience with Microsoft Server and Workstation TechnologiesKnowledge and experience with Office 365 and AzureExcellent written and oral communication skillsAbility to articulate technical information and convey to non-technical peopleExcellent customer service skillsIs available to work after hours when necessary or for on call rotation if applicableAbility to follow previously documented process while notifying management of variables that have not been clarifiedPreferred:VMWare experienceCompTia A+/Network+MS-900: Office 365 FundamentalsAz-900: Azure FundamentalsMS-102: Microsoft 365 AdministratorExperience RequirementsMid Level