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