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Associate Support Engineer (IT Support) at Thrive
Nottingham, United Kingdom


Job Descrption

Introduction:

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:

The Service Desk functions as a technical support center for Thrive clientele. All members of the service desk are collectively responsible to provide remote support for network, server, and end-user support and associated devices. Team members must be able to communicate technical issues with technical parties and non-technical parties, have technical proficiency in multiple technologies and be able to work in a diverse environment. As an associate engineer, you will be the first line of communication with the client and responsible for the accurate creation/updating of their technical ticket. You will also be tasked with working diligently to coordinate clients returning calls with the engineer if available to assist immediately when possible.


Primary Responsibilities:

  • Responsible for daily assignment of service incidents/requests from both Thrive engineers and customer points of contact.
  • Develop in depth understanding of Thrive products as they integrate into corporate infrastructure.
  • First response and initial triage of customer phone calls; troubleshooting single user/system impacting tickets immediately and entering tickets into our ticketing software.
  • Responsible for completion of specific designation of tasks to resolve as quickly as possible at the time of creation and escalating to Technical Support Engineers when necessary.
  • Working with client requests to code, assign and facilitate completion during times where direct client interaction via phone is not required.
  • Escalation of tasks to escalation engineers based on time or skill requirements when necessary.
  • Resolution of incidents/requests related to, but not limited to the following:
    • Single User Mail Application/Office 365 issues
    • Time Sensitive user impacting incidents
    • Password Resets
    • Networked Printer Issues

Qualifications:

Basic:

  • Associate’s Degree, Technical Degree or equivalent work experience
  • Excellent problem solver; able to prioritize and coordinate between tasks
  • 1-3+ years desktop and/or server support experience
  • Self-motivated, has ability to work independently and in a team environment
  • Experience troubleshooting network configuration and hardware issues
  • Knowledge and experience with Microsoft Server and Workstation Technologies
  • Excellent written and oral communication skills
  • Ability to articulate technical information and convey to non-technical people
  • Excellent customer service skills
  • Ability to follow previously documented process while notifying management of variables that have not been clarified

Preferred:

  • Experience with Microsoft Windows OS
  • Experience with Apple OS
  • Experience with monitoring and remote management tools
  • Network+

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THRIVE
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