Systems Engineer_Swey

Our US Partner is a Managed IT Services Provider, they consult with a diverse set of clients across various industries, including high-pressure financial firms, medical practices, trendy hospitality providers, and manufacturing companies. Their mission is to deliver top-tier IT solutions while fostering a culture of trust, learning, and collaboration.

As a Systems Engineer, you will have responsibility for remote client support, as well as the potential for infrequent onsite 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.,

This is a full-time role, on a US shift.

If you have the right skill set, this may be your opportunity to enter this fast-growing organization.

DUTIES AND RESPONSIBILITIES:

• Ability to handle diverse computing environments in a wide cross-section of business clients
• Analyze and document an unfamiliar client/server 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 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 standard operating procedures
• Sets client expectations appropriately throughout the troubleshooting process
• Utilizes appropriate software utilities and vendor or application specific tools to provide the fastest resolution of customer incidents
• Monitor the service desk service board for escalated service tickets
• Prioritize tickets escalated from Technical Support Engineers
• Ensure that open service tickets are escalated and addressed appropriately from Technical Support Engineers
• Follow Thrives best practices for escalating tickets from Technical Support Engineers
• Escalate when necessary to the next level engineer for further review/troubleshooting
  
• Communicate steps taken during troubleshooting and resolutions through clear non-technical communication, or by utilizing the appropriate level of technical jargon
• 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 issues
• Client/Server Connectivity issues (per SOP)
• Time Sensitive and VIP Workstation incidents
• File Restores
• Remote Access incidents (Citrix and Terminal Services)
• Networked Printer Issues
• Any Incidents escalated from Technical Support Engineers
  
  
  

MUST HAVES:

• Experience with Terminal Services & Citrix
• Experience with monitoring and remote management tools
• Experience with VMWare
• Experience with Microsoft Exchange/Office 365
• VMWare experience
• Network+
  
  
  

QUALIFICATIONS:

• Bachelors Degree, Technical Degree or equivalent work experience
• Excellent problem solver; able to prioritize and coordinate between tasks
• Three to four 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
• Is available to work after hours when necessary or for on call rotation if applicable
• Ability to follow previously documented process while notifying management of variables that
  
  
  

have not been clarified