Remote IT Support Engineer (Help Desk & Networking)

Thrivenextgen; Birmingham, Northern (AL, KY); Hybrid; USD 52,000 - 68,000; Full time

Job summary

Thrive provides first-contact remote technical support for network, server, and end-user systems. You will create and update support tickets and coordinate with engineers for timely resolution.

As the initial liaison, you will communicate clearly with technical and non-technical clients, triage incidents, and document actions in Thrive’s tools. A professional with strong communication and a willingness to grow in IT will thrive here.

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) and remote support tools (e.g., Kaseya, Ninja) and RMM platforms.
• Proficiency supporting Windows 10/11, macOS fundamentals, Microsoft 365 (Outlook, Teams, OneDrive) and Office configuration.
• 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 explain technical concepts clearly to non-technical users.
• Excellent written and verbal communication, documentation, and time-management skills.
• Ability to work independently and in a team; availability for after-hours or on-call rotations.
• Willingness to visit nearby client sites when necessary (optional).
• Preferred Certifications: CompTIA A+, CompTIA Network+, MS-365 Fundamentals, ITIL Foundation

Responsibilities

• Communicate with customers via phone, email, and chat in a timely, courteous, empathetic, and professional manner, with clear updates and case status.
• Perform first response and initial triage of issues, document actions in Thrive’s tools.
• Analyze workstation-level incidents, identify root causes and apply troubleshooting methodologies.
• Ask clarifying questions and escalate to engineers when needed due to time, complexity, or skill.
• 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, focusing on prompt resolution and world-class service.
• Develop understanding of Thrive products and their integration into client environments.
• Document diverse client computing environments to determine fastest path to resolution.

Skills

Customer service

Communication

Time management

Team collaboration

On-call readiness

Education

CompTIA A+

CompTIA Network+

Microsoft 365 Fundamentals (MS-900)

ITIL Foundation (v4)

Tools

ServiceNow

Kaseya

NinjaRMM

RMM platforms

Windows 10/11

macOS

Microsoft 365

Job description

Thrive provides first-contact remote technical support for network, server, and end-user systems. You will create and update support tickets and coordinate with engineers for timely resolution.

As the initial liaison, you will communicate clearly with technical and non-technical clients, triage incidents, and document actions in Thrive’s tools. A professional with strong communication and a willingness to grow in IT will thrive here.