Systems Engineer

Thrive, a leading IT support company, as a Systems Engineer. In this role, you will provide first-contact remote technical support for network, server, and end-user systems. You will communicate with customers via phone, email, and chat, perform initial triage of customer issues, and manage the daily prioritization of service incidents and requests.

Responsibilities

• You will also develop a strong understanding of Thrive products and their integration into client environments.
• Provide first-contact remote technical support for network, server, and end-user systems, accurately creating and updating support tickets.
• Communicate with customers via phone, email, and chat in a timely, courteous, empathetic, and professional manner, providing clear updates and case status.
• Perform first response and initial triage of customer issues, troubleshooting single-user and system-impacting incidents and accurately documenting all actions.

Requirements

• This position offers a comprehensive benefits package, flexible schedules, and opportunities for growth and learning in a diverse and supportive environment.
• Experience with ticketing systems (e.g., ServiceNow), remote support tools (e.g., Kaseya, Ninja), and RMM platforms
• 2–3 years of IT support experience in a help desk or service desk environment; MSP experience preferred
• Availability to work after hours or participate in on-call rotations as required
• Proficiency supporting Windows 10/11, macOS fundamentals, Microsoft 365 (Outlook, Teams, OneDrive), and common line-of-business applications, including Office and Outlook configuration
• Excellent written and verbal communication, documentation, and time-management skills
• Strong customer service focus with the ability to clearly communicate technical concepts to non-technical users
• Ability to work independently and collaboratively in a team environment
• Basic networking knowledge, including TCP/IP, DNS, and DHCP
• Working knowledge of Active Directory/Entra, mobile device configuration and troubleshooting, workstation hardware, printers, and peripherals

• Willingness to visit nearby client sites when necessary, with the understanding that on-site visits may not always be required
• CompTIA A+
• Microsoft 365 Fundamentals (MS-900)
• CompTIA Network+
• ITIL Foundation (v4)