Systems Engineer

Primary Responsibilities

• Ability to handle diverse computing environments in a wide cross section of business environments.
• Analyze and document an unfamiliar client/server and network environment while assessing the quickest path to resolution.
• Perform rapid analysis of workstation/server level incidents and consistently demonstrate the ability to determine the root cause.
• Provide consulting to clients on certain applications, Thrive’s best practices, and general computing processes.
• Troubleshoot and resolve high level workstation, server and network incidents while following Thrive’s standard operating procedures.
• Set client expectations and provide regular updates/next steps appropriately throughout the troubleshooting process.
• Utilize appropriate software utilities, Thrive’s Protect software, and vendor or application specific tools to provide fastest resolution of customer incidents.
• Monitor the service desk service board for escalated service tasks:
  • Prioritize tasks escalated from Technical Support Engineers
  • Ensure that open service tasks are escalated and addressed appropriately from Technical Support Engineers
  • Follow Thrive’s best practices for escalating tasks from Technical Support Engineers
  • Escalate when necessary to Systems Administrator for further review/troubleshooting.
• Communicate steps taken during troubleshooting and resolution through clear non-technical communication, or by utilizing the appropriate level of technical verbiage.
• Demonstrate the correct level of urgency while resolving client incidents.
• Resolution of incidents related to, but not limited to the following:
  • Mail Application/Office 365 issues
  • Client/Server Connectivity issues (per SOP)
  • Time Sensitive and VIP Workstation incidents
  • File Restores
  • Remote Access incidents (Citrix and Terminal Services)
  • Networked Printer Issues
  • Any Incidents escalated from Technical Support Engineers

Qualifications

• Bachelor’s Degree, Technical Degree or equivalent work experience
• Excellent problem solver; able to prioritize and coordinate between tasks
• 4-6+ years desktop and/or server support experience
• Self-motivated, has ability to work independently and in a team environment
• Experience troubleshooting network configuration and hardware issues
• Knowledge and experience with Microsoft Server and Workstation Technologies
• Knowledge and experience with Office 365 and Azure
• Excellent written and oral communication skills
• Ability to articulate technical information and convey to non-technical people
• Is available to work after hours when necessary or for on call rotation if applicable
• Ability to follow previously documented process while notifying management of variables that have not been clarified

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