Systems Engineer

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

📋 Description

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

• Accurately create and update support tickets.

• Facilitate communication with engineers when assistance is required.

• Clearly articulate technical issues to both technical and non-technical audiences.

• Conduct first response and initial triage of customer concerns.

• Troubleshoot incidents affecting individual users and broader systems.

• Record all troubleshooting actions in Thrive’s tools.

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

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

• Prioritize, code, and route service incidents and requests effectively.

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

• Set and manage client expectations throughout the troubleshooting process.

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

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

⛳️ Requirements

• 2–3 years of experience in IT support within a help desk or service desk setup; MSP experience 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, fundamentals of macOS, 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 commitment to customer service with the ability to convey technical concepts to non-technical users clearly.

• Excellent skills in written and verbal communication, documentation, and time management.

• Capability to work both independently and as part of a team.

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

• CompTIA A+ certification preferred.

• CompTIA Network+ certification preferred.

• Microsoft 365 Fundamentals (MS-900) certification preferred.

• ITIL Foundation (v4) certification preferred.

🏝️ Benefits

• Comprehensive health benefits.

• Professional development opportunities.

• Flexible work schedule.

• Supportive and collaborative work environment.