The Technical Support Engineer is responsible for providing remote technical assistance and support related to computer systems, hardware, and software for ThriveDX. The technician responds to phone calls, tickets, chat and other communication methods to resolve problems and implement solutions. You will work closely with your peers in a remote environment and be part of a fantastic team. When you encounter issues that extend beyond Tier I, you will need to escalate and work with the appropriate teams to resolve them.
Responsibilities
- Desktop maintenance throughout the lifecycle of equipment (Procurement, deployment, inventory, management, protection and disposal).
- Handling service desk tickets/requests for ThriveDX and meeting the SLA defined by the business.
- Supporting ThriveDX employees by participating in the IT on-call rotation.
- Communicating with computer users on the status of issues and understanding the needs they have in relation to technology.
- Ensuring all computers are set up with established programs/configurations using AutoPilot and MS Azure in compliance with ThriveDX company policy and procedures
- PC Repair, Shipping and receiving of endpoints to personnel and warranty depot.
- Exceeding the expectations of end users while resolving their technology issues in a timely manner.
- Create and document IT processes and procedures for the Knowledge Base relating to end user and IT troubleshooting.
- Work with the IT Team to consolidate and simplify any systems and processes where it makes business sense and where efficiencies can be gained
- Other duties as assigned.
Experience/ Skills Required
- CompTIA A+ Certification, or equivalent, preferred
- HDI Certification preferred
- 1+ Experience working in a customer support environment, preferably in a tech support role
- Prior experience working with Jira is desired but must have experience with ticketing systems and Help Desk tools such as remote control
- Proficiency with MAC and Windows computers required
- Highly organized, as to keep Help desk tickets up to date and closed out in a timely manner
- Experience in hardware, software, cloud based applications, with equivalent training and/or education is necessary
- Customer service training and/or experience are preferred
- Ability to handle confidential information in an appropriate manner
- Customer interactions should be handled with diplomacy and tact
- Individual should be able to gauge the customer's technical ability and communicate with them in appropriate technical or non-technical language in a non-condescending
- Ability to work independently or in a team setting is necessary
- Ability to learn and support new and fast-changing technologies
- Familiarity with a wide range of standard office automation products
- Ability to work remotely while staying on task
- Must have reasonable accommodations to work remotely in an environment conducive to provide world class customer support.
Values
Passion is our driver.
Excellence is how we deliver.
People are our focus - learners and employees.
Change creates opportunity - we embrace change.
Learning never stops and neither do we.
Our Offer
- Competitive benefits package includes: Medical, Dental, Vision, 401k, Paid Time Off, Lunch Catered for in-office work days.
Your Success is our Success
If you're a driven, collaborative person who thrives on breaking new ground and inspiring others to do the same, you'll feel right at home here. We're looking for someone who's passionate, high-performer and pushes boundaries in pursuit of something bigger.
You're a self-starter with a "ready to make an impact on day one" mindset-confident in your ability to add real value from the start and grow with us over the long term. If that sounds like you, we think you'll be a perfect fit.
At our core, we're more than just a company-we're a close-knit team on a mission to change lives through the power of education. We work hard, we play hard, and we deeply value each person's contributions toward our shared goals. We can't wait to welcome the next game-changer to our team. (Yes, we mean you.)