Systems Engineer

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

📋 Description

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

• Accurately create and update support tickets while coordinating communication with engineers.

• Engage with customers through phone, email, and chat, providing clear updates and status on their cases.

• Conduct initial responses and triage of customer issues.

• Troubleshoot incidents affecting single users and systems, documenting all actions within Thrive’s tools.

• Analyze workstation-level incidents, identify root causes, and implement effective troubleshooting methods.

• Ask clarifying questions and escalate issues to engineers when necessary.

• Prioritize, categorize, and route daily service incidents and requests.

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

• Set and manage client expectations throughout the troubleshooting process.

• Gain a solid understanding of Thrive products and their integration within client environments.

• 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 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.

• 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 customer service orientation with the ability to effectively communicate technical concepts to non-technical users.

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

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

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

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

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

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health, dental, and vision insurance.

• Opportunities for professional development and certification reimbursement.

• Flexible working hours and the option for remote work.

• Supportive team culture and collaborative work environment.