Remote IT Support Engineer - Cloud, Networking & Security

Thrive

Kentucky

Hybrid

USD 42,000 - 58,000

Full time

9 days ago

Get more replies from employers

Send a job-specific resume in minutes.

Job summary

Thrive is seeking a remote IT support professional to provide first-contact help desk support for network, server, and end-user systems. You will create and update support tickets and coordinate communication with engineers when assistance is available.

Team members interact with end-users across diverse environments and must clearly communicate technical concepts to non-technical audiences. Expect growth across IT while delivering world-class support.

Qualifications

2–3 years IT support experience in a help desk or service desk environment; MSP experience preferred.
Experience with ticketing systems (ServiceNow) and remote support tools (Kaseya, NinjaRMM).
Proficiency supporting Windows 10/11, macOS basics, Microsoft 365, Office apps.
Knowledge of Active Directory/Entra, mobile devices, peripherals, and basic networking.
Strong customer service focus and clear communication to non-technical users.
Willingness to work after hours or participate in on-call rotations.
Certifications such as CompTIA A+/Network+, MS-900, ITIL v4 are preferred.

Responsibilities

Communicate with customers via phone, email, and chat in a courteous, timely manner.
Perform first response and initial triage of issues, documenting actions in Thrive’s tools.
Analyze workstation-level incidents, identify root causes, and apply troubleshooting methods.
Ask clarifying questions and escalate to engineers when needed.
Prioritize, code, and route service incidents and requests daily.
Follow Thrive's best practices for task management and knowledge sharing.
Set client expectations and maintain focus on prompt resolution and service quality.
Develop understanding of Thrive products and integration with client environments.
Work with diverse environments to determine the fastest path to resolution.