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Thrive

Technical Support Engineer

Sorry, this job was removed at 12:07 a.m. (EST) on Thursday, May 01, 2025
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Foxborough, MA
Foxborough, MA

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HYRBID SCHEDULE - WILL GO IN TO FOXBORO 3x PER WEEK
SHIFT - MONDAY TO FRIDAY 8 AM to 5 PM EST!
About Us

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

The Tier 1 Engineer will have responsibility for remote client support, as well as infrequent onsite 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.  Thrive provides a unique work environment for ambitious individuals through an unparalleled diversity of work and opportunities for growth.  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.

Responsibilities

  • Ability to handle diverse computing environments in a wide cross section of business clients
  • Analyze and document an unfamiliar client / server network environment while assessing the quickest path to resolution
  • Perform rapid analysis of workstation level incidents and consistently demonstrate the ability to determine the cause
  • Sets client expectations 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 Remote Service Center (RSC) Service Board for newly created service tickets
    • Prioritize tickets created
    • Follow Thrives’ best practices for escalating tickets to Tier 2 engineers
  • Communicate steps taken during troubleshooting and resolutions through clear non-technical communication
  • Demonstrate the correct level of urgency while resolving client incidents
  • Resolution of incidents/requests 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)
    • Password Resets
    • Networked Printer Issues

Requirements

  • Bachelor’s Degree, Technical Degree or equivalent work experience
  • Excellent problem solver; able to prioritize and coordinate between tasks
  • 2-4+ years desktop support experience
  • Knowledge of mobile device configurations and troubleshooting
  • Experience installing, troubleshooting and customizing Microsoft Office including Outlook configurations
  • Experience troubleshooting workstation hardware issues
  • Knowledge and experience with Active Directory
  • Ability to articulate technical information and convey to non-technical people
  • Passionate about delivering excellent customer service
  • Must be able to work effectively in a team environment as well as alone
  • Excellent written and oral communication skills
  • Willingness to travel if needed to clients in the Greater Boston area

Other Preferred Technical Knowledge

  • In depth knowledge of Windows OS (7, 8.1, 10, etc.)
  • Experience with Windows Server
  • Experience with monitoring and remote management tools
  • Experience with Apple OS
  • Experience with VMWare

Preferred Certification

  • CompTIA Net +
  • Microsoft: MCP/MCITP/MCSA

What you need to know about the Boston Tech Scene

Boston is a powerhouse for technology innovation thanks to world-class research universities like MIT and Harvard and a robust pipeline of venture capital investment. Host to the first telephone call and one of the first general-purpose computers ever put into use, Boston is now a hub for biotechnology, robotics and artificial intelligence — though it’s also home to several B2B software giants. So it’s no surprise that the city consistently ranks among the greatest startup ecosystems in the world.

Key Facts About Boston Tech

  • Number of Tech Workers: 269,000; 9.4% of overall workforce (2024 CompTIA survey)
  • Major Tech Employers: Thermo Fisher Scientific, Toast, Klaviyo, HubSpot, DraftKings
  • Key Industries: Artificial intelligence, biotechnology, robotics, software, aerospace
  • Funding Landscape: $15.7 billion in venture capital funding in 2024 (Pitchbook)
  • Notable Investors: Summit Partners, Volition Capital, Bain Capital Ventures, MassVentures, Highland Capital Partners
  • Research Centers and Universities: MIT, Harvard University, Boston College, Tufts University, Boston University, Northeastern University, Smithsonian Astrophysical Observatory, National Bureau of Economic Research, Broad Institute, Lowell Center for Space Science & Technology, National Emerging Infectious Diseases Laboratories

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