Systems Engineer

This is a fully remote position, open to applicants in Kansas, +2 more states.

📋 Description

• Deliver first-contact remote technical support for network, server, and end-user systems.

• Diligently create and update support tickets while facilitating communication with engineers.

• Interact with customers via phone, email, and chat in a prompt, courteous, empathetic, and professional manner.

• Conduct initial response and triage of customer issues, troubleshooting both single-user and system-wide incidents while accurately documenting actions taken.

• Quickly analyze workstation-level incidents to identify root causes and implement suitable troubleshooting methodologies.

• Pose clarifying questions to fully grasp client concerns and escalate issues when necessary.

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

• Adhere to established best practices for managing tasks.

• Set and manage client expectations throughout the troubleshooting process.

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

⛳️ Requirements

• 2–3 years of IT support experience in a help desk or service desk setting; experience in a Managed Service Provider (MSP) environment 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, foundational knowledge of macOS, Microsoft 365 (Outlook, Teams, OneDrive), and common line-of-business applications, including Office and Outlook configurations.

• 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 with the ability to effectively communicate 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.

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

🏝️ Benefits

• Monthly travel to Kansas City, Charlotte, Atlanta, or Dallas.