Systems Engineer, Thrive

• 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
• Proficiency supporting 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 or participate in on-call rotations as required
• Willingness to visit nearby client sites when necessary, with the understanding that on-site visits may not always be required

Desirable

• Will work Monday to Friday - 11 AM to 8 PM EST
• Will train for first four weeks Monday to Friday 9 AM to 6 PM EST
• This role provides first-contact remote technical support for network, server, and end-user systems
• As the first point of contact for clients, you will be responsible for accurately creating and updating support tickets and coordinating communication with engineers when assistance is available
• 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
• Communicate with customers via phone, email, and chat in a 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-impacting incidents and accurately documenting all actions in Thrive’s tools
• Perform rapid analysis of workstation-level incidents, identifying root causes and applying appropriate troubleshooting methodology
• Ask clarifying questions to fully understand client concerns and escalate issues to engineers when required due to time, complexity, or skill level
• Manage the daily prioritization, coding, and routing of service incidents and requests
• Follow Thrive's established best practices for task management
• Set and manage client expectations throughout the troubleshooting process, maintaining a 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 unfamiliar workstation, server, and network configurations, to determine the fastest path to resolution