Systems Engineer

Thrive; Central Luzon; A distancia; PHP 357.000 - 580.000; Jornada completa

Descripción de la vacante

Thrive is seeking a capable IT support professional to provide first-contact remote technical assistance for network, server, and end-user systems. You will create and update support tickets, troubleshoot, and coordinate with engineers to resolve issues for diverse client environments.

Ideal candidates have 2–3 years in a help desk, experience with ServiceNow, Kaseya, Ninja, and RMMs; strong communication and time-management skills; and flexibility for after-hours/on-call rotations in a remote

Formación

• 2–3 years of IT support experience in a help desk/service desk environment (MSP experience preferred).
• Experience with ticketing systems (ServiceNow) and remote support tools (Kaseya, Ninja).
• Proficiency with Windows 10/11, macOS fundamentals, Microsoft 365 apps (Outlook, Teams, OneDrive).
• Knowledge of Active Directory/Entra, mobile device configuration, workstation hardware, printers.
• Basic networking knowledge (TCP/IP, DNS, DHCP).
• Strong customer service focus with ability to explain technical concepts clearly to non-technical users.
• Excellent written and verbal communication, documentation, and time-management skills.
• Ability to work independently and collaboratively; available for after-hours/on-call rotations.

Responsabilidades

• Communicate with customers via phone, email, and chat with timely, courteous updates and case status.
• Perform first response and initial triage of issues; document actions in Thrive's tools.
• Analyze workstation-level incidents and identify root causes for resolution.
• Ask clarifying questions and elevate issues to engineers when needed.
• Prioritize, code, and route service incidents and requests daily.
• Follow Thrive's best practices for task management.
• Set client expectations during troubleshooting for prompt resolution and excellent service.
• Develop understanding of Thrive products and their integration into client environments.

Conocimientos

Customer service

Verbal communication

Written communication

Time management

Independent worker

Team collaboration

On-call availability

Educación

CompTIA A+

CompTIA Network+

MS-900 / Microsoft 365 Fundamentals

ITIL Foundation (v4)

Herramientas

ServiceNow

Kaseya

Ninja

RMM platforms

Descripción del empleo

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!!

Position Overview

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.

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 methodology
• 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.

Requirements

• 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.

Optional Qualifications

• Willingness to visit nearby client sites when necessary, with the understanding that on-site visits may not always be required.

Preferred Certifications

• CompTIA A+
• CompTIA Network+
• Microsoft 365 Fundamentals (MS-900)
• ITIL Foundation (v4).