Remote IT Support Engineer | Cloud & Security

Thrive

Sarasota (FL)

Remote

USD 42,000 - 62,000

Full time

11 days ago

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Job summary

Thrive is seeking a remote first-contact IT support specialist to provide initial triage for network, server, and end-user issues. Your role includes creating and updating support tickets and coordinating with engineers to ensure timely resolutions.

Ideal candidates will have 2–3 years in IT help desk roles, experience with ServiceNow, Kaseya, Ninja, and RMM tools, and solid knowledge of Windows 10/11, macOS, and Microsoft 365. Strong communication and teamwork are essential.

Qualifications

2–3 years of IT support experience in a help desk or service desk environment.
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, and Office apps.
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; after-hours or on-call availability.

Responsibilities

Communicate with customers via phone, email, and chat in a timely, courteous, empathetic, and professional manner.
Perform first response and initial triage of customer issues and document actions in Thrive’s tools.
Perform rapid analysis of workstation-level incidents and identify root causes.
Ask clarifying questions and escalate to engineers when needed due to time or complexity.
Manage daily prioritization, coding, and routing of service incidents and requests.
Follow Thrive's best practices for task management.
Set and manage client expectations throughout troubleshooting for prompt resolution and strong service.
Develop understanding of Thrive products and their integration to ensure effective resolutions.
Work with diverse client environments to determine the fastest path to resolution.