Client Support Engineer (Spanish Speaking)

Thrive•Grand Rapids, MI

8d•Onsite

About The Position

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.

Requirements

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

Nice To Haves

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
CompTIA A+ (220-1101)
CompTIA A+ (220-1102)
CompTIA Net+
Mimecast Level 1

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