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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Systems Engineer - **Company:** Thrive - **Location:** Birmingham, UK - **Experience:** Experienced - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Active Directory, Systems Engineering, Business Software, Microsoft Outlook, CompTIA Network+, Dynamic Host Configuration Protocol, Desktop Computing, Domain Name System (DNS), Issue Tracking Systems, Microsoft Office, Network Configuration and Change Management, Networking Basics, Remote Service Software, TCP/IP, Peripherals, Servicenow - **Published:** September 8, 2026 - **Apply:** https://www.collegerecruiter.com/job/2840673204-systems-engineer ## About the Role 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). ## Description 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. ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [An Applied Introduction to eBPF with Go](https://www.wearedevelopers.com/videos/1075-an-applied-introduction-to-ebpf-with-go) - [Building a Cross-Platform BLE Client with Kotlin Multiplatform and Kable](https://www.wearedevelopers.com/videos/100250-building-a-cross-platform-ble-client-with-kotlin-multiplatform-and-kable) - [My journey into DevOps world - How it all started!](https://www.wearedevelopers.com/videos/545-my-journey-into-devops-world-how-it-all-started) - [Turning Container security up to 11 with Capabilities](https://www.wearedevelopers.com/videos/718-turning-container-security-up-to-11-with-capabilities) - [AI in Production: applied AI & enterprise use cases](https://www.wearedevelopers.com/videos/100130-ai-in-production-applied-ai-enterprise-use-cases) ## Related Articles - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Where To Find Software Engineering Jobs](https://www.wearedevelopers.com/magazine/396-where-to-find-software-engineering-jobs) - [7 Important Tips That Every Software Developer Should Know](https://www.wearedevelopers.com/magazine/101-7-important-tips-that-every-software-developer-should-know) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated)