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 

Basic Qualifications: 

• Bachelor’s Degree, Technical Degree or equivalent work experience 

• Fluent in Spanish and English 

• Excellent problem solver; able to prioritize and coordinate between tasks 

• 1-3+ years desktop support experience 

• Knowledge of mobile device configurations and troubleshooting 

• Experience installing, troubleshooting and customizing M365 including Outlook configurations 

• Experience troubleshooting workstation hardware issues 

• Knowledge and experience with Active Directory and Entra AD. 

• 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 

• Is available to work after hours when necessary or for on call rotation if applicable 

Other Preferred Technical Knowledge 

• In depth knowledge of Windows OS (7, 8.1, 10, 11) 

• Experience with Windows Server 

• Experience with monitoring and remote management tools  

• Experience with Apple OS 

• Experience with VMWare 

• Experience with iOS and Android OS 

Preferred Certifications: 

• CompTIA A+ (220-1101) 

• CompTIA A+ (220-1102) 

• CompTIA Net+ 

• Mimecast Level 1