Remote IT Support Engineer – Client-Focused

Thrive; United States; Remote; USD 45,000 - 65,000; Full time

Benefits offered by this job

Comprehensive Benefits Package

Paid Annual Leave and Holidays

401K and Company Match

Smart and Diverse Environment

A Learning Company

Annual Company Events

Flexible Schedules

New Employee Referral Program

Job summary

Thrive is seeking a remote IT Support Specialist to provide first-contact technical support for networks, servers, and end-user systems. You will create and update support tickets, coordinate with engineers, and communicate clearly with customers via phone, email, and chat.

You will perform initial triage, troubleshoot workstation issues, document all actions, and escalate when required. The role emphasizes strong customer service, written and verbal communication, and the ability to work

Qualifications

• 2–3 years of IT support experience in a help desk or service desk environment.
• Experience with ticketing systems (e.g., ServiceNow).
• Experience with remote support tools and RMM platforms.
• Proficiency with Windows 10/11, macOS, Microsoft 365.
• Strong written and verbal communication; customer-service focused.
• Willingness to visit nearby client sites; after-hours/on-call availability.
• Certifications such as CompTIA A+/Network+, ITIL are advantageous.

Responsibilities

• Provide first-contact remote technical support for networks, servers, and end-user systems.
• Create and update support tickets; coordinate with engineers.
• Communicate with customers via phone, email, and chat; provide timely updates.
• Perform first response and initial triage; document actions in Thrive’s tools.
• Troubleshoot workstation issues; identify root causes and apply methods.
• Escalate to engineers when needed; manage prioritization and routing.

Skills

Technical aptitude

Verbal communication

Written communication

Customer service

Time management

Team collaboration

Problem solving

Education

CompTIA A+

Microsoft 365 Fundamentals (MS-900)

CompTIA Network+

ITIL Foundation (v4)

Tools

ServiceNow

Kaseya

NinjaOne

Job description

Thrive is seeking a remote IT Support Specialist to provide first-contact technical support for networks, servers, and end-user systems. You will create and update support tickets, coordinate with engineers, and communicate clearly with customers via phone, email, and chat.

You will perform initial triage, troubleshoot workstation issues, document all actions, and escalate when required. The role emphasizes strong customer service, written and verbal communication, and the ability to work