Remote IT Support Engineer – Grow Your IT Career

Thrive; Sarasota (FL); On-site; USD 42,000 - 54,000; Full time

Job summary

Thrive is a rapidly growing technology solutions provider delivering Cloud, Cyber Security, Networking, Disaster Recovery and Managed Services. This role provides first-contact remote technical support for network, server, and end-user systems, handling tickets and coordinating with engineers to resolve issues.

Ideal candidates have 2–3 years IT support experience, familiarity with ServiceNow or similar tools, Windows 10/11, macOS, Microsoft 365, and basic networking; strong communication skills

Qualifications

• 2–3 years of IT support experience in a help desk or service desk environment.
• Proficiency with ticketing systems (e.g., ServiceNow) and remote support tools (e.g., Kaseya, Ninja) and RMM platforms.
• Experience with Windows 10/11, macOS fundamentals, Microsoft 365 apps, and Office/Outlook configuration.
• Working knowledge of Active Directory/Entra, mobile device management, hardware, printers, and peripherals.

Responsibilities

• Communicate with customers via phone, email, and chat in a timely, courteous, empathetic, and professional manner, providing clear updates and case status throughout the resolution process.
• Perform first response and initial triage of customer issues, troubleshooting single-user and system-impacting incidents and accurately documenting all actions in Thrive’s tools.
• Perform rapid analysis of workstation-level incidents, identifying root causes and applying appropriate troubleshooting methodology
• Ask clarifying questions to fully understand client concerns and escalate issues to engineers when required due to time, complexity, or skill level.
• Manage the daily prioritization, coding, and routing of service incidents and requests.
• Follow Thrive's established best practices for task management
• Set and manage client expectations throughout the troubleshooting process, maintaining a focus on both prompt resolution and world-class customer service.
• Develop a strong understanding of Thrive products and their integration into client environments to ensure efficient and effective issue resolution.
• Work with and document diverse client computing environments, including unfamiliar workstation, server, and network configurations, to determine the fastest path to resolution.

Skills

Customer service

Communication

Time management

Teamwork

Tools

ServiceNow

Kaseya

NinjaRMM

Job description

Thrive is a rapidly growing technology solutions provider delivering Cloud, Cyber Security, Networking, Disaster Recovery and Managed Services. This role provides first-contact remote technical support for network, server, and end-user systems, handling tickets and coordinating with engineers to resolve issues.

Ideal candidates have 2–3 years IT support experience, familiarity with ServiceNow or similar tools, Windows 10/11, macOS, Microsoft 365, and basic networking; strong communication skills