Systems Engineer at Thrive

United States

<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>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> <p>Responsibilities: </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></ul><ul><li>Experience with ticketing systems (e.g., ServiceNow), remote support tools (e.g., Kaseya, Ninja), and RMM platforms. </li></ul><ul><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></ul><ul><li>Working knowledge of Active Directory/Entra, mobile device configuration and troubleshooting, workstation hardware, printers, and peripherals. </li></ul><ul><li>Basic networking knowledge, including TCP/IP, DNS, and DHCP. </li></ul><ul><li>Strong customer service focus with the ability to clearly communicate technical concepts to non-technical users. </li></ul><ul><li>Excellent written and verbal communication, documentation, and time-management skills. </li></ul><ul><li>Ability to work independently and collaboratively in a team environment. </li></ul><ul><li>Availability to work after hours or participate in on-call rotations as required. </li></ul><p></p><p>Optional Qualifications: </p><ul><li>Willingness to visit nearby client sites when necessary, with the understanding that on-site visits may not always be required. </li></ul><p></p><p>Preferred Certifications: </p><ul><li>CompTIA A+ </li></ul><ul><li>CompTIA Network+ </li></ul><ul><li>Microsoft 365 Fundamentals (MS-900) </li></ul><ul><li>ITIL Foundation (v4). </li></ul>