Position Summary:
As a Client Support Engineer, you will be the primary face of Thrive, fully embedded within a single enterprise client’s environment. Your primary responsibility will be to set up iPads and other mobile devices for new users, provide first-touch technology orientation, manage local inventory, and offer real-time support for onsite hardware, software, and user-related issues. Thrive employees work independently as client consultants, as well as collaborating with our exceptionally talented team of engineers, to provide the best-in-breed IT support for our clients.
Primary Responsibilities:
- Serve as the primary onsite technical support resource for one of our customer locations, providing day-to-day IT support and customer service while working within the client’s environment and culture
- Provision iPads and other mobile/computing devices for new employees, including setup of user accounts, software installation, and configuration to client standards
- Handle iPad returns, shipping, and receiving; ensure accurate inventory updates and physical device tracking
- Provide in-person guidance and demonstrations to end users on how to use their new devices effectively (iPads, Windows computers, etc)
- Troubleshoot and resolve onsite issues with hardware, software, and connectivity as they arise
- Escalate support requests to support engineers after initial troubleshooting when unable to resolve the issue within specified timeframes and guidelines
- Act as a liaison between the client and third-party vendors (e.g., Lenovo, Apple, Dell) for device replacements or warranty service
- Handle unboxing, boxing, and preparing IT equipment for deployment, shipping, or internal transfer
- Maintain clear communication with the client's IT leadership and internal teams regarding inventory, asset tracking, device readiness, and support needs
- Conduct new hire onboarding and termination processing, including provisioning accounts and devices for new hires and collecting/decommissioning equipment for terminations.
- Document all device setups, support actions, and configurations accurately within the PSA (ticketing) system
- Ensure adherence to service level agreements (SLAs), internal policies, and security protocols
- Keep accurate records of work performed, time spent, and equipment handled through timesheets and ticketing notes
- Conduct regular touchpoints with key client contacts to stay aligned on priorities and escalate needs appropriately
- Provide field support and training at satellite office locations as needed, including occasional travel
- Assist in maintaining and organizing physical inventory of IT equipment and associated tracking logs
- Maintain an organized, clean space while onsite at the assigned customer location
- Any other duties and tasks that are required by the Company
Requirements
Basic Qualifications:
- Bachelor’s Degree, Technical Degree or equivalent work experience
- Excellent problem solver; able to prioritize and coordinate between tasks
- 1-3+ years desktop support experience
- Must be bilingual - English and Spanish speaking
- Knowledge of mobile device configurations and troubleshooting
- Experience installing, troubleshooting and customizing M365 including Outlook configurations
- Experience troubleshooting workstation hardware issues
- Knowledge and experience with Active Directory and Entra AD.
- 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
- Is available to work after hours when necessary or for on call rotation if applicable
Other Preferred Technical Knowledge
- In depth knowledge of Windows OS (7, 8.1, 10, 11)
- Experience with Windows Server
- Experience with monitoring and remote management tools
- Experience with Apple OS
- Experience with VMWare
- Experience with iOS and Android OS
Preferred Certifications:
- CompTIA A+ (220-1101)
- CompTIA A+ (220-1102)
- CompTIA Net+
- Mimecast Level 1