Client Support Engineer (Spanish Speaking)

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 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

Requirements

Basic Qualifications:

Bachelor’s Degree, Technical Degree or equivalent work experience

Excellent problem solver; able to prioritize and coordinate between tasks

1-3+ years desktop support experience

Must be bilingual - English and Spanish speaking

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+

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