Field Engineer
Company: Thrive
Location: Jackson
Posted on: June 25, 2022
Job Description:
MUST BE BASED IN JACKSON AND AVAILABLE TO GO ONSITE DAILY!About
UsThrive is an innovative technology solutions provider focused on
Cyber Security, Hybrid Cloud, Global Network Management, Disaster
Recovery and traditional Managed Services. Our corporate culture,
engineering talent, customer-centric approach, and focus upon
NextGen services help us stand out among 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 and seek the guidance, training and
experience necessary to build a lucrative career, then welcome to
THRIVE!Job DescriptionProvide technical hardware, software, and
connectivity problem resolution to all client computers and users
by diagnosing and walking users through step-by-step solutions;
clearly communicate technical solutions in a user-friendly,
professional manner; provide one-on-one end-user training as
needed; assist engineers and technicians; troubleshoot printer
problems; work with next level support to resolve complex issues;
conduct hardware and software maintenance and reporting as needed;
and perform related work as required. The Tier 1 Field Engineer
will serve clients by going on-site to their locations, serving as
deskside support and on-site support to all client issues,
responding to service tickets of the client's request or problem;
resolves all first level end-user problems; escalates all Tier 2
problems to the next level of support for guidance and direction;
contacts third-party vendors for warranty service repair and
dispatch; and dispatches appropriate resources for problems that
cannot be resolved remotely.Functional LevelThe Tier 1 Field
Engineer will be able to complete all tasks necessary to unbox,
assemble, and bare metal configure 10 corporate workstations in a
standard 8 hour business day. Final build would include all line of
business applications, domain join, VPN configuration, peripheral
setup and verification, user profile configuration, and any
documented specialty tasks provided by the client.Primary
Responsibilities
- Primary responsibilities are descriptive and not restrictive in
nature.
- Identifies, diagnoses, and resolves first level problems for
end-users of the workstations, laptops, terminal services and
Citrix sessions, end-user software and hardware, network and VPN
connectivity, the Internet, server services, server drive space,
validation of server error messages for escalation, and new
computer technology in a call center environment; communicates
solutions to end-users effectively.
- Provides one-on-one end-user problem resolution for client (PC)
software and connectivity.
- Sets up, and assists in the configuration of end-user PC
desktop hardware, software and peripherals, both onsite and
remotely.
- Diagnoses and resolves end-user network or local printer
problems, PC hardware problems and basic server, e-mail, Internet,
VPN, and local-area network access problems.
- Coordinates timely repair of PC computer equipment covered by
third-party vendor maintenance agreements.
- Performs minor desktop hardware repair for PC computer
equipment and peripherals that are not covered by third party
vendor maintenance agreements as needed.
- Acts as remote hands for engineering staff onsite as
needed.
- Assists Network Technicians in creating materials for end-user
frequently asked questions (FAQs) and procedural knowledgebase
articles.
- Provides assistance to Tier 2 staff with problem research and
documentation.Have the Ability to:Deliver technical customer
support professionally; identify, troubleshoot and resolve a wide
range of technical computer-related problems; make the distinction
between first and second level end-user problems; identify,
evaluate and solve end-user workstation problems; support and train
end-users in a wide range of software applications as needed; read,
understand and apply complex technical information; master new
computer technology; maintain cooperative working relationships;
demonstrate sensitivity to, and respect for, a diverse population.
Represent the company in a professional manner; presenting and
communicating in an effective and professional manner at all
times.Knowledge of:Desktop operating systems, various software
applications and basic hardware for the workstations and laptops;
principles and theories of network systems and management; Internet
technologies and products; understanding of change control
procedures; basic understanding of electrical safety
procedure.Minimum Qualifications:Candidates must meet the minimum
qualifications as detailed below, or have an equivalent of
documented experience. Equivalency decisions are made on the basis
of a combination of education and experience that would likely
provide the required knowledge and abilities. Education:MCTS
(Microsoft Certified Technology Specialist) desired. Any Candidate
that does not hold an MCTS, but does hold equivalent experience can
work toward compliance as part of a performance improvement plan
agreement.Experience:
- 3+ years providing end-user support for current PC desktop and
application software
- 3+ years installing, upgrading, troubleshooting and repairing
personal computers in a corporate networked environment.Special
Requirements:
- Must be able to sit for prolonged periods of time in front of a
computer.
- Must be able to perform physical activities, such as, but not
limited to, lifting heavy equipment (up to 45 lbs. unassisted),
bending, standing, climbing or walking.
- Must have excellent written and oral communication skills.
Keywords: Thrive, Jackson , Field Engineer, Engineering , Jackson, Mississippi
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