189 Technical jobs in Romulus

• Lead and mentor a team of technical support specialists, fostering a customer-centric environment.
• Manage daily support operations, ensuring timely and effective resolution of customer inquiries and issues.
• Develop and implement support processes, procedures, and service level agreements (SLAs).
• Serve as a point of escalation for complex technical problems, providing advanced troubleshooting and resolution.
• Monitor support queues and key performance indicators (KPIs) to ensure service quality and efficiency.
• Train new support staff and conduct ongoing training for the team on products, tools, and troubleshooting techniques.
• Analyze support tickets and customer feedback to identify recurring issues and trends, providing insights for product development and process improvements.
• Maintain and update the knowledge base with accurate and comprehensive support documentation.
• Collaborate with other departments, such as engineering and product management, to address customer needs and advocate for product enhancements.
• Ensure customer satisfaction through effective communication and problem-solving.
• Contribute to the development of support tools and technologies.

• Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
• 5+ years of experience in technical support or a customer service role within the IT industry.
• 2+ years of experience in a leadership or supervisory capacity.
• Strong understanding of operating systems (Windows, macOS, Linux), networking concepts, and common software applications.
• Proven ability to troubleshoot and diagnose complex technical issues.
• Excellent communication, interpersonal, and customer service skills.
• Experience with helpdesk ticketing systems (e.g., Zendesk, ServiceNow) and remote support tools.
• Ability to manage and motivate a team effectively.
• Strong analytical and problem-solving abilities.
• Experience in creating and delivering training materials.

Job Description

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.

Primary 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

Basic Qualifications

• 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

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

Powered by JazzHR

quBWdazRmZ

• Leading and managing a team of technical support specialists.
• Overseeing daily helpdesk operations and ensuring timely resolution of customer issues.
• Providing advanced technical troubleshooting and support for hardware, software, and network problems.
• Mentoring, coaching, and training support agents to enhance their skills and performance.
• Developing and maintaining support documentation, knowledge base articles, and FAQs.
• Monitoring team performance against KPIs and SLAs, implementing corrective actions as needed.
• Analyzing support trends to identify systemic issues and recommend proactive solutions.
• Acting as a point of escalation for complex customer issues.
• Collaborating with IT and other departments to improve product stability and user experience.

• Associate's or Bachelor's degree in Computer Science, Information Technology, or a related field.
• Minimum of 3 years of experience in technical support or helpdesk roles, with at least 1 year in a supervisory or lead capacity.
• Strong understanding of operating systems (Windows, macOS), network protocols, and common software applications.
• Excellent troubleshooting and problem-solving skills.
• Proficient in helpdesk ticketing systems (e.g., Zendesk, ServiceNow).
• Strong leadership, communication, and interpersonal skills.
• Ability to manage time effectively and prioritize tasks in a fast-paced environment.

• Provide advanced technical support and troubleshooting for hardware, software, and network issues via phone, email, and chat.
• Escalate complex technical problems to appropriate internal teams (e.g., engineering, development) and track resolution.
• Diagnose, troubleshoot, and resolve technical issues efficiently, ensuring minimal disruption to users.
• Develop and maintain comprehensive documentation of technical solutions, procedures, and best practices.
• Contribute to the creation and updating of a knowledge base to assist end-users and support staff.
• Conduct remote user training sessions on software usage and technical best practices.
• Monitor system performance and identify potential issues proactively.
• Assist in the onboarding and training of junior technical support staff.
• Gather customer feedback and report common issues to product and development teams to drive improvements.
• Ensure adherence to service level agreements (SLAs) and maintain high standards of customer service.
• Stay current with the latest technologies and industry trends relevant to technical support.

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent work experience.
• Minimum of 5 years of experience in technical support or helpdesk roles, with a strong emphasis on problem-solving complex issues.
• Proven expertise in troubleshooting operating systems (Windows, macOS, Linux), common software applications, and network protocols.
• Experience with remote desktop support tools and ticketing systems (e.g., Zendesk, Jira Service Management).
• Excellent analytical and diagnostic skills with a systematic approach to problem-solving.
• Outstanding verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
• Ability to work independently and manage time effectively in a remote setting.
• Certifications such as CompTIA A+, Network+, or ITIL are highly desirable.
• Experience with cloud platforms (AWS, Azure, GCP) is a plus.

• Provide advanced technical support to customers via phone, email, and chat, addressing complex hardware and software issues.
• Troubleshoot and diagnose product malfunctions, identifying root causes and implementing effective solutions.
• Escalate unresolved issues to appropriate engineering or development teams, providing detailed problem descriptions.
• Develop and maintain comprehensive knowledge base articles, FAQs, and troubleshooting guides.
• Train and mentor junior support staff, sharing expertise and best practices.
• Analyze support trends and provide feedback to product development teams for product enhancements.
• Manage customer escalations, ensuring timely and satisfactory resolution.
• Document all customer interactions and technical issues accurately in the CRM system.
• Contribute to the development of support strategies and processes to improve customer satisfaction.
• Stay up-to-date with product updates, new features, and industry best practices.

• Provide advanced technical support to customers via phone, email, and chat for complex product issues.
• Diagnose and resolve intricate software and hardware problems, escalating only when necessary.
• Document all customer interactions, issues, and resolutions accurately in the CRM system.
• Create and maintain technical documentation, knowledge base articles, and troubleshooting guides.
• Mentor and train junior technical support representatives, fostering their skill development.
• Identify trends in customer issues and provide feedback to product development and engineering teams.
• Participate in product testing and provide input on usability and functionality.
• Manage customer escalations and ensure timely and satisfactory resolution.
• Develop and implement strategies to improve customer satisfaction and first-contact resolution rates.
• Contribute to the development and delivery of customer training programs.
• Stay current with product updates, new features, and industry best practices.
• Collaborate effectively with cross-functional teams to address customer needs.
• Ensure adherence to service level agreements (SLAs) and key performance indicators (KPIs).

• Associate's or Bachelor's degree in Computer Science, Information Technology, or a related field.
• Minimum of 5 years of experience in technical support, with a focus on complex problem-solving.
• In-depth knowledge of operating systems (Windows, macOS, Linux), networking concepts, and common software applications.
• Experience with CRM systems (e.g., Salesforce, Zendesk) and ticketing systems.
• Strong analytical and troubleshooting skills.
• Excellent written and verbal communication skills, with the ability to explain technical concepts clearly to non-technical users.
• Patience, empathy, and a customer-centric approach.
• Ability to work effectively in a hybrid environment, balancing remote and in-office work.
• Experience training or mentoring team members is highly desirable.
• Ability to manage multiple tasks and prioritize effectively.
• A proactive approach to problem-solving and continuous improvement.

• Provide high-level technical support and troubleshooting for complex customer issues.
• Diagnose and resolve hardware, software, and network-related problems.
• Escalate and manage critical issues to resolution, coordinating with engineering teams when necessary.
• Develop and maintain comprehensive technical documentation and knowledge base articles.
• Mentor and guide junior technical support staff.
• Identify recurring technical issues and propose solutions for product improvement.
• Communicate effectively with customers, explaining technical solutions in a clear and understandable manner.
• Manage support tickets and ensure timely resolution within service level agreements.
• Participate in on-call rotations as needed.
• Contribute to the development and implementation of support strategies.

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent experience.
• 5+ years of experience in technical support or a similar IT role.
• In-depth knowledge of operating systems (Windows, macOS, Linux), networking protocols (TCP/IP, DNS, DHCP), and common software applications.
• Experience with remote support tools and ticketing systems.
• Strong analytical and problem-solving skills.
• Excellent communication, interpersonal, and customer service skills.
• Ability to work effectively in a hybrid environment, balancing remote and on-site responsibilities.

• Lead, mentor, and manage a remote team of technical support specialists.
• Ensure timely and effective resolution of customer technical issues.
• Monitor team performance, provide feedback, and conduct performance reviews.
• Develop and implement training programs for the support team.
• Handle escalated customer support inquiries and complex technical problems.
• Collaborate with engineering and product teams to report and resolve software defects.
• Contribute to the development and maintenance of the support knowledge base.
• Identify trends in customer issues and provide feedback for product improvement.
• Ensure adherence to service level agreements (SLAs) and quality standards.
• Foster a customer-centric culture within the support team.