Systems Engineer

This is a fully remote position, open to applicants in Florida.

📋 Description

• Engage with customers through phone, email, and chat, providing timely updates and case status during resolution.

• Conduct first response and initial assessment of customer issues, troubleshoot user and system incidents, and record actions in Thrive’s tools.

• Evaluate workstation-level incidents, determine root causes, and implement suitable troubleshooting methods.

• Pose clarifying questions, comprehend client concerns, and escalate issues to engineers as needed.

• Oversee daily prioritization, coding, and routing of service incidents and requests.

• Adhere to Thrive’s established task-management best practices.

• Establish and manage client expectations while emphasizing prompt resolution and exceptional customer service.

• Cultivate an understanding of Thrive products and their integration within client environments.

• Collaborate with and document various workstation, server, and network configurations to identify the quickest route to resolution.

⛳️ Requirements

• 2–3 years of IT support experience in a help desk or service desk setting; experience in Managed Service Provider (MSP) environments is preferred.

• Familiarity with ticketing systems such as ServiceNow, remote support tools like Kaseya and Ninja, and RMM platforms.

• Proficient in supporting Windows 10/11, macOS fundamentals, Microsoft 365, Outlook, Teams, OneDrive, Office, and line-of-business applications.

• Working knowledge of Active Directory/Entra, mobile device configuration and troubleshooting, workstation hardware, printers, and peripherals.

• Basic understanding of networking concepts, including TCP/IP, DNS, and DHCP.

• Strong focus on customer service and the ability to convey technical concepts to non-technical users.

• Excellent written and verbal communication, documentation, and time-management skills.

• Capability to work both independently and collaboratively in a team environment.

• Willingness to work after hours or participate in on-call rotations as necessary.

• Readiness to visit nearby client sites when required; on-site visits may not always be necessary.

• Preferred certifications include CompTIA A+, CompTIA Network+, Microsoft 365 Fundamentals (MS-900), and ITIL Foundation (v4).

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health, dental, and vision insurance.

• Opportunities for professional development and training.

• Flexible work schedule and remote work options available.

• Supportive team environment with collaborative culture.