Remote IT Support Engineer — Cloud & Security Focus

Thrive

United States

Remote

USD 42,000 - 64,000

Full time

14 days+

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Job summary

Thrive is seeking a remote IT support specialist to provide first-contact technical assistance for networks, servers, and end-user systems. You will create and update support tickets and coordinate with engineers for resolution.

You'll communicate clearly with non-technical users, triage issues, and document actions in Thrive's ticketing tools while learning Thrive's product suite and expanding your technical skill set in a fast-growing environment.

Qualifications

2-3 years IT support 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 Office apps.

Responsibilities

Communicate with customers via phone, email, and chat with timely, courteous updates and case status.
Perform first response and initial triage of customer issues and document actions in Thrive's tools.
Rapid analysis of workstation 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 focus on prompt resolution and service quality.
Develop understanding of Thrive products and their integration into client environments.
Work with diverse client environments to determine fastest path to resolution.