Systems Engineer

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

📋 Description

• Engage with customers through phone, email, and chat, delivering prompt updates and case status during the resolution process.

• Conduct initial responses and triage of customer issues.

• Diagnose both single-user and system-wide incidents, documenting all actions within Thrive’s tools.

• Analyze incidents at the workstation level, identify root causes, and employ suitable troubleshooting techniques.

• Pose clarifying questions to understand client concerns and escalate issues to engineers when necessary.

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

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

• Set and manage client expectations while emphasizing swift resolution and excellent customer service.

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

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

⛳️ Requirements

• 2–3 years of IT support experience in a help desk or service desk setting; experience with Managed Service Providers (MSP) 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, basic macOS, Microsoft 365 (including Outlook, Teams, OneDrive), and common line-of-business applications such as Office and Outlook configuration.

• Practical 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 capability to effectively convey technical concepts to non-technical users.

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

• Capacity to work independently as well as collaboratively within a team environment.

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

• Readiness to visit nearby client sites when necessary, understanding that on-site visits may not always be needed.

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

🏝️ Benefits

• Competitive salary and benefits package.

• Opportunities for professional development and advancement.

• Flexible working hours and a supportive work environment.