IT Support Specialist
2 weeks ago
The role of Technical Support Engineer is a key position within Thrive's Site Services sub function. The successful candidate will be responsible for providing 2nd-3rd on-site breakfix customer support to clients across a wide range of business environments.
Key Responsibilities
- Analyze and document unfamiliar client/server network environments, assessing the quickest path to resolution.
- Perform rapid analysis of workstation-level incidents, consistently demonstrating the ability to determine the cause.
- Sets client expectations appropriately throughout the troubleshooting process.
- Utilizes appropriate software utilities, Thrives' Protect software, and vendor or application-specific tools to provide the fastest resolution of customer incidents.
- Monitor the Remote Service Center (RSC) Service Board for newly created service tickets, prioritize them accordingly, and follow Thrives' best practices for escalating tickets to Tier 2 engineers.
Qualifications
- A minimum of 3 years' experience in providing Desktop IT Support in sophisticated trading floor environments.
- Strong communication and customer service skills.
- Demonstrated ability to work independently and make strong technical and business judgments in mission-critical IT support functions within a financial services environment.
- Strong diagnostic and troubleshooting skills, driven to provide superior support and demonstrate a true ownership mentality.
- Strong knowledge of O365, Active Directory, and Exchange, as well as expertise in creating user accounts, distribution lists, and global contacts in Exchange.
- Good understanding and experience working with VMWare, strong knowledge of industry-standard desktop imaging and packaging, and basic networking knowledge of routers, firewalls, and switches.
- Working knowledge of spyware and malware removal tools, strong knowledge of mobile device management, PowerShell scripting, GPO creation & Active Directory Management.
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