Knowledge and experience with Active Directory and Entra AD
Ability to articulate technical information and convey to non-technical people
Passionate about delivering excellent customer service
Must be able to work effectively in a team environment as well as alone
Excellent written and oral communication skills
Nice to have10
In depth knowledge of Windows OS (7, 8.1, 10, 11)
Experience with Windows Server
Experience with monitoring and remote management tools
Experience with Apple OS
Experience with VMWare
Experience with iOS and Android OS
CompTIA A+ (220-1101)
CompTIA A+ (220-1102)
CompTIA Net+
Mimecast Level 1
Eligibility1
Is available to work after hours when necessary or for on call rotation if applicable
Skills
Active Directory
Entra AD
Microsoft 365
Outlook
Windows OS
Windows Server
VMWare
iOS
Android OS
Apple OS
monitoring tools
remote management tools
About the role
Position Summary:
As a Client Support Engineer, you will be the primary face of Thrive, fully embedded within a single enterprise client’s environment. Your primary responsibility will be to set up iPads and other mobile devices for new users, provide first-touch technology orientation, manage local inventory, and offer real-time support for onsite hardware, software, and user-related issues. Thrive employees work independently as client consultants, as well as collaborating with our exceptionally talented team of engineers, to provide the best-in-breed IT support for our clients.
Responsibilities
Primary Responsibilities:
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Serve as the primary onsite technical support resource for one of our customer locations, providing day-to-day IT support and customer service while working within the client’s environment and culture
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Provision iPads and other mobile/computing devices for new employees, including setup of user accounts, software installation, and configuration to client standards
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Handle iPad returns, shipping, and receiving; ensure accurate inventory updates and physical device tracking
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Provide in-person guidance and demonstrations to end users on how to use their new devices effectively (iPads, Windows computers, etc)
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Troubleshoot and resolve onsite issues with hardware, software, and connectivity as they arise
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Escalate support requests to support engineers after initial troubleshooting when unable to resolve the issue within specified timeframes and guidelines
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Act as a liaison between the client and third-party vendors (e.g., Lenovo, Apple, Dell) for device replacements or warranty service
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Handle unboxing, boxing, and preparing IT equipment for deployment, shipping, or internal transfer
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Maintain clear communication with the client’s IT leadership and internal teams regarding inventory, asset tracking, device readiness, and support needs
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Conduct new hire onboarding and termination processing, including provisioning accounts and devices for new hires and collecting/decommissioning equipment for terminations.
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Document all device setups, support actions, and configurations accurately within the PSA (ticketing) system
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Ensure adherence to service level agreements (SLAs), internal policies, and security protocols
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Keep accurate records of work performed, time spent, and equipment handled through timesheets and ticketing notes
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Conduct regular touchpoints with key client contacts to stay aligned on priorities and escalate needs appropriately
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Provide field support and training at satellite office locations as needed, including occasional travel
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Assist in maintaining and organizing physical inventory of IT equipment and associated tracking logs
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Maintain an organized, clean space while onsite at the assigned customer location
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Any other duties and tasks that are required by the Company
Requirements
Basic Qualifications:
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Bachelor’s Degree, Technical Degree or equivalent work experience
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Excellent problem solver; able to prioritize and coordinate between tasks
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1-3+ years desktop support experience
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Must be bilingual - English and Spanish speaking
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Knowledge of mobile device configurations and troubleshooting
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Experience installing, troubleshooting and customizing M365 including Outlook configurations