Remote IT Support Engineer — First-Line Tech & Client Care

Thrivenextgen; United States; Remote; USD 42,000 - 64,000; Full time

Job summary

Thrive is hiring for 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, communicate with engineers, and guide clients through issue resolution.

The role requires 2-3 years of help desk experience, familiarity with Windows/macOS, Microsoft 365, and basic networking. After-hours/on-call rotations may be required, with a customer-focused, collaborative attitude.

Qualifications

• 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 Office applications.
• 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 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.

Responsibilities

• Communicate with customers via phone, email, and chat in a timely, courteous, empathetic, and professional manner, providing updates and case status throughout resolution.
• Perform first response and initial triage of customer issues, troubleshooting single-user and system-impacting incidents and documenting actions in Thrive's tools.
• Perform rapid analysis of workstation-level incidents, identifying root causes and applying appropriate troubleshooting.
• Ask clarifying questions to fully understand client concerns and elevate issues when required.
• Manage daily prioritization, coding, and routing of service incidents and requests.
• Follow Thrive's established best practices for task management and reporting.
• Set and manage client expectations throughout troubleshooting, focusing on prompt resolution and customer service.
• Develop understanding of Thrive products and their integration into client environments for effective resolution.
• Work with diverse client environments to determine fastest path to resolution.

Job description

Thrive is hiring for 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, communicate with engineers, and guide clients through issue resolution.

The role requires 2-3 years of help desk experience, familiarity with Windows/macOS, Microsoft 365, and basic networking. After-hours/on-call rotations may be required, with a customer-focused, collaborative attitude.