Systems Engineer

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

📋 Description

• Engage with customers through phone, email, and chat, delivering clear updates and case statuses throughout the resolution journey.

• Conduct initial responses and triage for customer issues.

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

• Examine workstation-related incidents, determine root causes, and implement suitable troubleshooting methodologies.

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

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

• Adhere to Thrive's established best practices regarding task management.

• Set and manage client expectations throughout the troubleshooting process.

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

• Collaborate with and document various client computing environments, encompassing workstation, server, and network configurations.

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

• Facilitate communication with engineers whenever assistance is required.

⛳️ Requirements

• 2–3 years of IT support experience in a help desk or service desk setting; experience in an MSP environment is preferred.

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

• Proficient in supporting Windows 10/11, macOS fundamentals, Microsoft 365 (Outlook, Teams, OneDrive), and common business applications, including Office and Outlook configuration.

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

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

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

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

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

• Willingness to work after hours or partake in on-call rotations when necessary.

• Openness to visiting nearby client sites when needed, understanding that on-site visits may not always be required.

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

🏝️ Benefits

• Comprehensive health insurance plans.

• Opportunities for professional development and advancement.

• Flexible working hours and the possibility of remote work.

• Engaging work environment with a focus on teamwork and collaboration.