Systems Engineer at Thrive

United States

$45k - $55k

<p>About us:</p><p>Thrive is a rapidly growing technology solutions provider focusing upon Cloud, Cyber Security, Networking, Disaster Recovery and Managed Services.  Our corporate culture, engineering talent, customer-centric approach, and focus upon “next generation” services help us stand out amongst 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, seeking the guidance, training and experience necessary to build a lucrative career, then welcome to THRIVE!!</p><p></p><p>Position Overview</p><p>This role provides first-contact remote technical support for network, server, and end-user systems. As the first point of contact for clients, you will be responsible for accurately creating and updating support tickets and coordinating communication with engineers when assistance is available.</p><p></p><p>Team members interact regularly with end-users across diverse computing environments and must clearly communicate technical issues to both technical and non-technical audiences. Thrive seeks individuals with strong technical aptitude, excellent verbal and written communication skills, and a desire to learn and grow across all aspects of IT while delivering world-class support.</p> <ul><li>Communicate with customers via phone, email, and chat in a timely, courteous, empathetic, and professional manner, providing clear updates and case status throughout the resolution process.</li><li>Perform first response and initial triage of customer issues, troubleshooting single-user and system-impacting incidents and accurately documenting all actions in Thrive’s tools.</li><li>Perform rapid analysis of workstation-level incidents, identifying root causes and applying appropriate troubleshooting methodology</li><li>Ask clarifying questions to fully understand client concerns and escalate issues to engineers when required due to time, complexity, or skill level.</li><li>Manage the daily prioritization, coding, and routing of service incidents and requests.</li><li>Follow Thrive's established best practices for task management</li><li>Set and manage client expectations throughout the troubleshooting process, maintaining a focus on both prompt resolution and world-class customer service.</li><li>Develop a strong understanding of Thrive products and their integration into client environments to ensure efficient and effective issue resolution.</li><li>Work with and document diverse client computing environments, including unfamiliar workstation, server, and network configurations, to determine the fastest path to resolution.</li></ul><p></p><p>Required Qualifications</p><ul><li>2–3 years of IT support experience in a help desk or service desk environment; MSP experience preferred</li><li>Experience with ticketing systems (e.g., ServiceNow), remote support tools (e.g., Kaseya, Ninja), and RMM platforms</li><li>Proficiency supporting Windows 10/11, macOS fundamentals, Microsoft 365 (Outlook, Teams, OneDrive), and common line-of-business applications, including Office and Outlook configuration</li><li>Working knowledge of Active Directory/Entra, mobile device configuration and troubleshooting, workstation hardware, printers, and peripherals</li><li>Basic networking knowledge, including TCP/IP, DNS, and DHCP</li><li>Strong customer service focus with the ability to clearly communicate technical concepts to non-technical users</li><li>Excellent written and verbal communication, documentation, and time-management skills</li><li>Ability to work independently and collaboratively in a team environment</li><li>Availability to work after hours or participate in on-call rotations as required</li></ul><p></p><p>Preferred Certifications</p><ul><li>CompTIA A+</li><li>CompTIA Network+</li><li>Microsoft 365 Fundamentals (MS-900)</li><li>ITIL Foundation (v4)</li></ul><p></p><p>Base Salary Range: $45,000 to $55,000 </p><p>Actual compensation within the range will be dependent upon the individual's skills, experience, qualifications and location, and applicable employment laws.</p>