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.

• Engage with customers through phone, email, and chat, ensuring clear communication about updates and case statuses.

• Conduct first responses and initial triage of customer issues.

• Diagnose single-user and system-wide incidents while documenting all actions in Thrive’s tools.

• Evaluate workstation-level incidents, identify underlying causes, and utilize troubleshooting methodologies.

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

• Prioritize, code, and direct daily service incidents and requests.

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

• Set and manage client expectations throughout the troubleshooting process.

• Acquire knowledge of Thrive products and their integration within client environments.

• Document various client computing environments and identify the quickest resolution paths.

⛳️ Requirements

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

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

• Competence in supporting Windows 10/11, basic macOS, Microsoft 365 (Outlook, Teams, OneDrive), and common line-of-business applications, including Office and Outlook configuration.

• Fundamental knowledge of Active Directory/Entra, mobile device setup 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 convey technical concepts to non-technical users effectively.

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

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

• Availability for after-hours work or participation in on-call rotations as needed.

• Willingness to visit local client sites when required.

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

🏝️ Benefits

• Remote work arrangement.