IT Support Specialist II
DriveTime
AzureCitrixLinuxMacOS
Technical Support Engineer, Bilingual Spanish Speaker
Thrive
full-time
Posted on:
Origin: • 🇺🇸 United States
Visit company websiteJob Level
JuniorMid-Level
Tech Stack
CitrixVMware
About the role
- 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
Requirements
- Bilingual Spanish speaking
- Bachelor’s Degree, Technical Degree or equivalent work experience
- 2-4+ years desktop support experience
- Excellent problem solver; able to prioritize and coordinate between tasks
- 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 and convey to non-technical people
- Passionate about delivering excellent customer service
- Must be able to work effectively in a team environment as well as alone
- Excellent written and oral communication skills
- Preferred: In depth knowledge of Windows OS (7, 8.1, 10, etc.)
- Preferred: Experience with Windows Server
- Preferred: Experience with monitoring and remote management tools
- Preferred: Experience with Apple OS
- Preferred: Experience with VMWare
- Preferred Certifications: CompTIA Net +, Microsoft: MCP/MCITP/MCSA
- Shift: M-F 8 AM to 5 PM EST
- May require infrequent onsite support
