Systems Engineer

This role provides first-contact remote technical support for network, server, and end-user systems. As the first point of contact for clients, you willbe responsible foraccurately creating and updating support tickets and coordinating communication with engineers whenassistanceis available., * Communicate with customers via phone, email, and chat ina timely, courteous, empathetic, and professional manner, providing clear updates and case status throughout the resolution process.

• Perform first response and initial triage of customer issues, troubleshooting single-user and system-impactingincidentsand accurately documenting all actions inThrive’stools.
• Perform rapid analysis of workstation-level incidents,identifyingroot causes and applyingappropriate troubleshootingmethodology
• Ask clarifying questions to fully understand client concerns and elevate issues to engineers whenrequireddue to time, complexity, or skill level.
• Manage the daily prioritization, coding, and routing of service incidents and requests.
• FollowThrive’sestablished best practices for task management
• Set and manage client expectations throughout the troubleshooting process,maintaininga focus on both prompt resolution and world-class customer service.
• Develop a strong understanding of Thrive products and their integration into client environments to ensure efficient and effective issue resolution.
• Work with and document diverse client computing environments, including unfamiliarworkstation,server, and network configurations, todeterminethe fastest path to resolution.

Team members interact regularly with end-users across diverse computing environments and must clearly communicate technical issues to both technical and non-technical audiences. Thrive seeks individuals with strong technical aptitude, excellent verbal and written communication skills, and a desire to learn and grow across all aspects of IT while delivering world-class support., * 2-3 years of IT support experience in a help desk or service desk environment; MSP experience preferred.

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

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

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

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

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

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

• Ability to work independently and collaboratively in a team environment.

• Availability to work after hours orparticipatein on-call rotations asrequired.

OptionalQualifications:

• Willingness to visit nearby clientsiteswhen necessary, with the understanding that on-site visits may not always berequired.

Preferred Certifications:

• CompTIA A+

• CompTIA Network+

• Microsoft 365 Fundamentals (MS-900)

• ITIL Foundation (v4).

Thrive is a rapidly growing technology solutions provider focusing upon Cloud, Cyber Security, Networking, Disaster Recovery and Managed Services.Our corporate culture, engineering talent, customer-centric approach, and focus upon “next generation” services help us stand out amongst our peers.Thrive is on the look-out for individuals whodon’tview their weekdays spent at “a job” butrather look to develop valuable skills that ignite their passion and lead to a CAREER.Ifyou’reattracted to a “work hard, play hard” environment, seeking the guidance,trainingand experience necessary to build a lucrative career, then welcome to THRIVE!!