Remote IT Support Engineer – Cloud & Networking

Thrive; Morong; On-site; PHP 300,000 - 420,000; Full time

Job summary

Thrive is seeking an IT support specialist to provide first-contact remote technical support for network, server, and end-user systems. You will create and update support tickets, coordinate with engineers, and communicate complex issues to diverse audiences.

The role emphasizes strong technical aptitude, exceptional communication, and a willingness to learn across all IT aspects while delivering world-class support. 2–3 years of experience encouraged.

Qualifications

• 2-3 years IT support experience in help desk/service desk.
• Experience with ticketing systems (e.g., ServiceNow) and remote support tools like Kaseya/Ninja.
• Proficiency with Windows 10/11, macOS fundamentals, and Microsoft 365.
• Knowledge of Active Directory/Entra and basic networking concepts.
• Strong customer service focus and ability to explain technical concepts to non-technical users.
• Excellent written and verbal communication, documentation, and time-management skills.

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, documenting actions in Thrive’s tools.
• Analyze workstation-level incidents, identify root causes, and apply troubleshooting methods.
• Ask clarifying questions to understand client concerns and escalate to engineers when needed.
• Manage daily prioritization, coding, and routing of service incidents and requests.
• Follow Thrive's best practices for task management.
• Set and manage client expectations during troubleshooting with a focus on prompt resolution.
• Develop understanding of Thrive products and their integration into client environments.

Skills

Customer service

Verbal communication

Written communication

Team collaboration

Time management

Tools

ServiceNow

Kaseya

NinjaRMM

RMM platforms

Windows 10/11

macOS

Microsoft 365

Job description

Thrive is seeking an IT support specialist to provide first-contact remote technical support for network, server, and end-user systems. You will create and update support tickets, coordinate with engineers, and communicate complex issues to diverse audiences.

The role emphasizes strong technical aptitude, exceptional communication, and a willingness to learn across all IT aspects while delivering world-class support. 2–3 years of experience encouraged.