Systems Engineer

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

📋 Description

• Engage with customers through phone, email, and chat in a prompt, polite, empathetic, and professional manner, providing clear updates and status on cases throughout the resolution journey.

• Execute initial responses and triage of customer inquiries, addressing single-user and system-wide incidents while accurately documenting all actions within Thrive’s tools.

• Conduct swift analysis of workstation-level incidents, identifying root causes and utilizing suitable troubleshooting methods.

• Pose clarifying questions to thoroughly grasp client concerns and escalate issues to engineers when necessary due to factors such as time constraints, complexity, or required expertise.

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

• Adhere to Thrive's established best practices for managing tasks.

• Set and manage client expectations throughout the troubleshooting process, focusing on both timely resolution and exceptional customer service.

• Cultivate a robust understanding of Thrive products and their integration into client environments to facilitate efficient and effective issue resolution.

• Collaborate with and document various client computing environments, including unfamiliar workstation, server, and network configurations, to identify the quickest path to resolution.

⛳️ Requirements

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

• Familiarity with ticketing systems (e.g., ServiceNow), remote support tools (e.g., Kaseya, Ninja), and Remote Monitoring and Management (RMM) platforms.

• Proficient in supporting Windows 10/11, fundamental macOS operations, Microsoft 365 (Outlook, Teams, OneDrive), as well as common line-of-business applications, including Office and Outlook configuration.

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

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

• Strong focus on customer service with the capability to clearly convey technical concepts to non-technical users.

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

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

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

🏝️ Benefits

• Competitive salary and benefits package.

• Opportunities for professional development and career growth.

• Flexible work arrangements and a supportive work culture.