Bilingual Technical Support Engineer

Thrive Operations - Miami, FL

Full-time

Miami, FL

Professional, Scientific, and Technical Services

About the position

Thrive is an innovative technology solutions provider focused on Cyber Security, Hybrid Cloud, Global Network Management, Disaster Recovery, and traditional Managed Services. The company is seeking a Bilingual Technical Support Engineer to join their team in Miami. This position is designed for individuals who are not just looking for a job, but are eager to develop valuable skills that can lead to a fulfilling career. Thrive promotes a work hard, play hard environment, providing guidance, training, and experience necessary for career growth. The Tier 1 Engineer will be responsible for remote client support, with occasional onsite support, and will engage heavily with end-users across diverse computing environments. The role requires technical proficiency, strong communication skills, and a desire to learn and contribute to all aspects of IT. Thrive offers a unique work environment that encourages independence as client consultants while also fostering collaboration with a talented team of engineers to deliver top-notch IT support to clients.

Responsibilities

• Handle diverse computing environments for a wide range of business clients.
• Analyze and document unfamiliar client/server network environments to assess the quickest path to resolution.
• Perform rapid analysis of workstation-level incidents and determine the cause effectively.
• Set client expectations appropriately throughout the troubleshooting process.
• Utilize appropriate software utilities, Thrive's Protect software, and vendor-specific tools for quick resolution of customer incidents.
• Monitor the Remote Service Center (RSC) Service Board for newly created service tickets and prioritize them accordingly.
• Follow Thrive's best practices for escalating tickets to Tier 2 engineers.
• Communicate troubleshooting steps and resolutions clearly to non-technical clients.
• Demonstrate the correct level of urgency while resolving client incidents.
• Resolve incidents/requests related to Mail Application/Office 365 issues, Client/Server Connectivity issues, Time Sensitive and VIP Workstation incidents, File Restores, Remote Access incidents, Password Resets, and Networked Printer Issues.

Requirements

• Bachelor's Degree, Technical Degree, or equivalent work experience.
• Excellent problem-solving skills; able to prioritize and coordinate between tasks.
• 2-4+ years of desktop support experience.
• Knowledge of mobile device configurations and troubleshooting.
• Experience installing, troubleshooting, and customizing Microsoft Office, including Outlook configurations.
• Experience troubleshooting workstation hardware issues.
• Knowledge and experience with Active Directory.
• Ability to articulate technical information to non-technical individuals.
• Passionate about delivering excellent customer service.
• Must be able to work effectively in a team environment as well as independently.
• Excellent written and oral communication skills.
• Willingness to travel if needed to clients in the Greater Miami area.

Nice-to-haves

• In-depth knowledge of Windows OS (7, 8.1, 10, etc.).
• Experience with Windows Server.
• Experience with monitoring and remote management tools.
• Experience with Apple OS.
• Experience with VMWare.