Associate Remote Support Engineer

Thrive Networks, located in Concord, MA, is the premier provider of outsourced IT support for small and midsize businesses in the greater Boston area.  Founded in 2000, Thrive has quickly and profitably grown into a 55-person market leader, and was named one of the 50 Best Companies to Work For by the Boston Business Journal for 2003 and 2005.

 

We are currently seeking an Associate Remote Support Engineer with at least 1 year of experience to work within engineering teams to serve our growing client base in the Greater-Boston/Eastern MA area. Remote Associate Support Engineers have primary responsibility for remote long-term client support, including heavy interaction with end-users in diverse computing environments.

 

Associate Remote Support Engineers are challenged on a daily basis working in an energetic, fast moving, collaborative, demanding & results-oriented work environment.  Successful candidates will have experience with some or all of the following technologies:

 

 

CLIENT

 Ensures that every call made to the remote Support Center is answered promptly and any Service Requests generated are placed on the appropriate RSC Service Board.Generates new service requests while answering calls to the Remote Support Center.Provides a high level of customer service to any client who contacts the Remote Support Center.Classifies and routes Service Requests for calls made to the Remote Support Center to the appropriate service board while referencing any appropriate RSC classification and escalation documentation.Routes Service Requests generated by ThriveDirect systems to the appropriate Remote Service Center Service Board.Assigns appropriate status, priority, and service types to any Service Request received by the Remote Support Center while referencing RSC classification documentation.Sets client expectations appropriately throughout the troubleshooting process.Troubleshoots and resolves non time sensitive workstation level incidents while following Thrive’s Standard Operating Procedures and Best Practices.Monitors and maintains the Tier 1 Remote Support Center Service BoardCommunicates steps taken during troubleshooting and final resolutions to problems through clear non-technical communication, or by utilizing the appropriate level of technical jargonDemonstrates the correct level of urgency while resolving client incidentsUnderstands and appropriately applies available vendor support processSees tasks through to completionProduces efficient resolution to technical incidentsResponsible for the resolution of incidents related to (but not limited to) the following:

 Workstation Application IssuesSpyware CleanupWorkstation Disk CleanupWorkstation Disk Errors (per SOP)Local Printer IssuesReviewing backup reports and routing of backup service requests generated by backup notifications

 

TEAM

 Communicates effectively with team membersCapable of solving workstation level problems independently, escalating technical issues when appropriate, after sufficient research is completed.  When unable to solve technical problems, follows defined escalation process. Communicates back to RSM and/or AM any changes or requests

 

 

ADMINISTRATIVE & DEVELOPMENT

 

Communication:

 All oral and written communication is clear, effective and timely

 Technical and account related client issuesAll internal and external emailsClient issues are elevated appropriatelyFollow up emails are sent to clients when appropriate are well written and comprehensive.Gives feedback to Thrive management on success, failures and key lessonsIs an active participant in team meetingsSkillful discussion style is always adhered to

 

 Meets monthly goals as set by RSMIs willing to accept new challengesSelf-driven improvementPersonally invested in own technical growthMotivated to utilize personal time for career developmentFollows schedule and is on time and preparedPerforms work as scheduled by RSM and AMComplies with pager guidelinesIs available to work after hours when necessary

 

 

 

 

TECHNICAL

 

Able to independently troubleshoot at appropriate technical level:

Workstation - Windows desktop OSTroubleshooting and configuration Configuration of standard POP, SMTP & Exchange clients including Outlook and Outlook Express. Installation, configuration, troubleshooting and customization of workstation applications per customer's preferences Understanding of and ability to install, configure and test workstation hardware including video cards, modems, NICs, sound cards, hard drives, and Mobile Devices.

Network Operating Systems – Windows ServerIdentify when incidents are related to server level resources and cannot be resolved at the workstation level.

Enterprise E-mail/Messaging - Exchange Configuration and troubleshooting of clients, including remote clients

Other Technical KnowledgeBasic understanding of and ability to configure TCP/IP and troubleshooting Internet connectivity Basic understanding of routers and firewalls Basic understanding of remote access methodsUnderstanding of relationship between switches, hubs, patch panels and connecting nodes to a network Understanding of internal and external DNS services The ability to revert a problem back to its original state/Ability to document steps during processBasic Network+ Certification – CompTIA

If you are looking for a fun, fast growing environment where there is a strong commitment to strengthen your professional development and career growth opportunity, Thrive Networks is the place for you…Compensation shall be commensurate with skills and experience. This position is eligible to earn a bonus.  Benefits are comprehensive and include medical insurance, dental insurance, disability insurance, and 401k.

 

Please respond with resume and salary requirements to:  vmarshall@insightperformance.com Local candidates only.  No agencies please.  Many thanks for your interest.