Remote IT Support Engineer

Thrive; Birmingham; On-site; GBP 22,000 - 36,000; Full time

Job summary

Thrive in the United Kingdom is seeking an IT Support Analyst to deliver first-contact remote technical support for network, server, and end-user systems. You will create and update tickets, communicate with engineers, and provide world-class service across diverse client environments in a fast-paced tech solutions company.

The ideal candidate has 2–3 years of IT support experience, familiarity with ServiceNow, Kaseya, and NinjaRMM, and strong knowledge of Windows 10/11, macOS, and Microsoft

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.
• 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.
• Willingness to visit nearby clientsiteswhen necessary, with the understanding that on‑site visits may not always berequired.
• CompTIA A+
• CompTIA Network+
• Microsoft 365 Fundamentals (MS-900)
• ITIL Foundation (v4).

Responsibilities

• 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 methodologies.
• Ask clarifying questions to fully understand client concerns and elevate 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.
• Optional: Willingness to visit nearby client sites when necessary.

Skills

IT support

Customer service

Communication

Time management

Education

CompTIA A+

CompTIA Network+

Microsoft 365 Fundamentals (MS-900)

ITIL Foundation (v4)

Tools

ServiceNow

Kaseya

NinjaRMM

Job description

Thrive in the United Kingdom is seeking an IT Support Analyst to deliver first-contact remote technical support for network, server, and end-user systems. You will create and update tickets, communicate with engineers, and provide world-class service across diverse client environments in a fast-paced tech solutions company.

The ideal candidate has 2–3 years of IT support experience, familiarity with ServiceNow, Kaseya, and NinjaRMM, and strong knowledge of Windows 10/11, macOS, and Microsoft