Support Engineer

• Remote Tier 1 Engineer providing remote client support and infrequent onsite support
• Analyze and document unfamiliar client/server network environments and assess quickest path to resolution
• Perform rapid analysis of workstation level incidents and determine cause
• Monitor Remote Service Center (RSC) Service Board, prioritize tickets, and follow best practices for escalation to Tier 2 engineers
• Utilize software utilities, Thrive's Protect software, and vendor/application tools to resolve incidents
• Communicate troubleshooting steps and resolutions in clear non-technical language
• Resolve incidents/requests related to Mail/Application/Office 365, client/server connectivity, time-sensitive and VIP workstation incidents, file restores, remote access (Citrix and Terminal Services), password resets, networked printer issues
• Set client expectations and demonstrate appropriate urgency while resolving incidents

Technical Support Engineer, Bilingual Spanish Speaker

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