Service Operations - Systems Engineer
Location: Philippines Office
About Us:
Thrive is a rapidly growing technology solutions provider focusing upon Cloud, Cyber Security, Networking, Disaster Recovery and Managed Services. Our corporate culture, engineering talent, customer-centric approach, and focus upon “next generation” services help us stand out amongst our peers. Thrive is on the look-out for individuals who don’t view their weekdays spent at “a job”, but rather, look to develop valuable skills that ignite their passion and lead to a CAREER. If you’re attracted to a “work hard, play hard” environment, seeking the guidance, training and experience necessary to build a lucrative career, then welcome to THRIVE!!
Position Summary:
At Thrive, a Systems Engineer will have responsibility for remote client support, including heavy interaction with end-users in diverse computing environments. Thrive is looking to hire individuals who demonstrate technical proficiency, have strong verbal and written communication skills and have the desire to learn and be involved in all aspects of IT. A Systems Engineer will be taking escalation tickets from Technical Support Engineers as well as maintaining communication with the client throughout the technical troubleshooting process.
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, Thrives’ best practices, and general computing processes.
- Troubleshoot and resolve high level workstation, server and network incidents while following Thrives’ Standard operating procedures.
- Sets client expectations and provides regular updates/next steps appropriately throughout the troubleshooting process.
- Utilizes appropriate software utilities, Thrives’ 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 Thrives’ 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:
Basic:
- 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
- Excellent customer service skills
- 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
Preferred:
- VMWare experience
- CompTia A+/Network+
- MS-900: Office 365 Fundamentals
- Az-900: Azure Fundamentals
- MS-102: Microsoft 365 Administrator
This is a full-time position in our Clark office in the Philippines. All applicants should be living in, or be willing to relocate to, that area and are expected to work out of the office on a daily basis.
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