Field Engineer

Field Services Engineer

Location: Will travel within the Des Moines market - onsite role!

Thrive 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!

Position Overview Provide 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. Travel required to our clients in the local area. The Field Services 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 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.

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, O365, 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

Qualifications

• 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
• 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