Client Support Engineer (Spanish Speaking) in Grand Rapids, Michigan at Thrive

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