Systems Engineer

About us:
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 who don't view their weekdays spent at "a job" but rather look to develop valuable skills that ignite their passion and lead to a CAREER. If you're attracted to a "work hard, play hard" environment, seeking the guidance, training and experience necessary to build a lucrative career, then welcome to THRIVE!!
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.
Requirements
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
Required Qualifications
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
Preferred Certifications
CompTIA A+
CompTIA Network+
Microsoft 365 Fundamentals (MS-900)
ITIL Foundation (v4)

Work arrangement
Yes