Client Support Engineer (Spanish Speaking)

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 Grand Rapids 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