Remote IT Support Engineer (MSP)

Thrive; Birmingham (AL); On-site; USD 42,000 - 60,000; Full time

Job summary

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

You will work Sunday to Thursday, 11 AM–7 PM EST, delivering world-class customer service and accurate technical guidance while expanding your knowledge across Thrive products and environments.

Qualifications

• 2–3 years IT support in a help desk or service desk environment.
• Experience with ticketing systems (ServiceNow) and remote tools (Kaseya, Ninja) with RMM platforms.
• Proficiency supporting Windows 10/11, macOS basics, Microsoft 365 and Office apps.
• Knowledge of AD/Entra, mobile devices, hardware, printers, and peripherals.
• Basic networking knowledge: TCP/IP, DNS, DHCP.
• Strong customer service and ability to explain tech to non-technical users.
• Excellent written/verbal communication, documentation, and time management.
• Ability to work independently and in a team.

Responsibilities

• Communicate with customers via phone, email, and chat in a courteous, timely manner with updates.
• Perform first response and triage, document actions in Thrive’s tools.
• Rapid analysis of workstation incidents, identifying root causes and appropriate steps.
• Ask clarifying questions and elevate issues to engineers when needed.
• Prioritize, code, and route service incidents daily.
• Follow Thrive’s best practices for task management.
• Set expectations during troubleshooting and focus on rapid resolution and quality service.
• Develop knowledge of Thrive products and client integrations for efficient resolution.
• Document diverse client environments to determine fastest resolution path.

Skills

Customer service

Communication

Time management

Independent worker

Team collaboration

Tools

ServiceNow

Kaseya

NinjaRMM

Job description

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

You will work Sunday to Thursday, 11 AM–7 PM EST, delivering world-class customer service and accurate technical guidance while expanding your knowledge across Thrive products and environments.