TAC Analyst

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

At Thrive, a TAC Analyst 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 TAC Analyst will be taking escalation tickets from Technical Support Engineers as well as maintaining communication with the client throughout the technical troubleshooting process.

Primary Responsibilities:

Ability to handle diverse computing environments in a wide cross section of business clients. Including but not limited to

Analyze and document an unfamiliar client / server network environment while assessing the quickest path to resolution

Perform analysis of networking incidents and consistently demonstrate the ability to determine the cause

Perform analysis of Unified Communications systems and consistently demonstrate the ability to determine the cause

Provide consulting to clients on certain applications, Thrives’ best practices, and general computing processes

Sets client expectations appropriately throughout the troubleshooting process

Utilizes appropriate software utilities, Thrives’ Protect software, and vendor or application specific tools to provide 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 Thrive’s best practices for escalating tickets from Technical Support Engineers

Escalate when necessary to 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:

Firewall Issues including but not limited to SSLVPN, Site to Site VPN, Access Rules

Monitor and maintain client network performance regarding their LANs, WANs, and wireless networks, including routers, firewalls, and switches technologies. Troubleshoot problem areas as needed.

Maintain accuracy on client documentation

Monitor and test network performance and provide network performance statistics and reports.

Updating network equipment to the latest firmware release

Qualifications:

Basic:

Bachelor’s Degree, Technical Degree or equivalent work experience

Excellent problem solver; able to prioritize and coordinate between tasks

Self-motivated, has ability to work independently and in a team environment

Experience designing network architectures inclusive of LAN/WAN networking

Experience troubleshooting network configuration and hardware issues

Knowledge and experience with infrastructure/network technologies

Excellent written and oral communication skills

Ability to articulate technical information and convey to non-technical people

Ability to follow previously documented process while notifying management of variables that have not been clarified

Is available to work after hours when necessary or for on call rotation if applicable

Must be able to work effectively in a team environment as well as alone