Remote IT Support Engineer - Grow in Cloud & Networking

Thrive; Ohio; Hybrid; USD 42,000 - 65,000; Full time

Job summary

Thrive is seeking a remote technical support specialist to provide first-contact assistance for network, server, and end-user systems. You will create and update support tickets and coordinate with engineers to resolve issues.

The role requires strong communication skills, comfortable explaining technical topics to non-technical users, and a drive to learn across IT domains. Occasional on-call may be required.

Qualifications

• 2–3 years IT support experience in a help desk or service desk environment.
• Experience with ticketing systems such as ServiceNow.
• Strong written and verbal communication skills for technical and non-technical audiences.
• Proficiency with Windows 10/11, macOS basics, Microsoft 365 apps.
• Basic networking knowledge (TCP/IP, DNS, DHCP).

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.
• Analyze workstation-level incidents and identify root causes with appropriate troubleshooting methods.
• Ask clarifying questions to understand client concerns and elevate issues to engineers when needed.
• Prioritize, code, and route service incidents and requests daily.
• Follow Thrive's task management best practices and keep clients informed.
• Set and manage client expectations throughout troubleshooting and resolution.
• Develop understanding of Thrive products and how they integrate into client environments.
• Work with diverse client environments to determine the fastest path to resolution.

Skills

Customer service

Verbal communication

Written communication

Time management

Team collaboration

Education

CompTIA A+ certification

CompTIA Network+ certification

Microsoft 365 Fundamentals (MS-900)

ITIL Foundation (v4)

Tools

ServiceNow

Kaseya

NinjaRMM

RMM platforms

Job description

Thrive is seeking a remote technical support specialist to provide first-contact assistance for network, server, and end-user systems. You will create and update support tickets and coordinate with engineers to resolve issues.

The role requires strong communication skills, comfortable explaining technical topics to non-technical users, and a drive to learn across IT domains. Occasional on-call may be required.