Systems Administrator

Thrive; Town of Mansfield (NY); Remote; USD 70,000 - 110,000; Full time

Job summary

Thrive is seeking a System Administrator to provide remote support across diverse, multi-tenant environments, handling escalated incidents, complex service requests, and documenting actions. The role involves advanced troubleshooting, implementing changes, coordinating with other teams, and serving as an escalation point for engineers while maintaining clear client communication.

Ideal candidates have 3–5 years in IT support/operations, with deep experience in Windows Server, AD, Azure,

Qualifications

• 3–5 years in IT support/operations, including MSP or multi-tenant experience.
• Deep experience with Windows Server, Active Directory, Azure AD/Entra, Exchange/M365 admin, Intune, and SharePoint.
• Competent in networking (L2/3, VLANs, DHCP/DNS, NAT, site-to-site VPNs).
• Experience with endpoint security (EDR/AV), backup/DR, patch management.
• Proficient with PowerShell scripting and automation.
• Strong incident management, change control, and documentation.
• 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 on-call rotations as required.
• Excellent customer service skills

Responsibilities

• Communicate with customers via phone, email, and chat in a timely, courteous, empathetic, and professional manner.
• Perform secondary response and advanced troubleshooting of escalated customer issues and document actions.
• Analyze unfamiliar client server, workstation, and network environments to determine fastest path to resolution.
• Support and troubleshoot diverse computing environments across various clients.
• Perform rapid root-cause analysis of workstation, server, and network incidents.
• Troubleshoot and resolve high-level incidents following SOPs and best practices.
• Use vendor tools to achieve timely resolution of incidents.
• Set and manage client expectations with clear updates and next steps.
• Communicate troubleshooting actions in technical or non-technical terms as needed
• Provide guidance on Thrive best practices and infrastructure standards.
• Develop, document, and implement client standards; identify improvement opportunities.
• Identify recurring issues and contribute to permanent resolutions via problem management.
• Review environments for security best practices and participate in change management.
• Monitor escalated service tasks and ensure proper prioritization and escalation.
• Provide escalated support, mentoring, and leadership to engineers.

Skills

Windows Server

Active Directory

Azure AD/Entra

Exchange/M365 admin

Intune

SharePoint

PowerShell scripting

Networking

EDR/AV

Patch management

Job description

About us:

Thrive is a rapidly growing technology solutions provider focusing upon Cloud, Cyber Security, Networking, Disaster Recovery and Managed Services.Our corporate culture, engineering talent, customer-centric approach, and focus upon “next generation” services help us stand out amongst our peers.Thrive is on the look-out for individuals whodon’tview their weekdays spent at “a job” butrather look to develop valuable skills that ignite their passion and lead to a CAREER.Ifyou’reattracted to a “work hard, play hard” environment, seeking the guidance,trainingand experience necessary to build a lucrative career, then welcome to THRIVE!!

Position Overview

System Administratorsprovide remote support across diverse, multi-tenant environments, handling escalated incidents and complex service requests. The role involves advanced troubleshooting, implementing changes, coordinating withotherteams, and serving as an escalation point forengineers within the team,whilemaintainingclear client communication. Thriveseekstechnically proficient professionals with strong verbal and written skills, a desire to learn across all aspects of IT, and the ability to thrive in a fast‑paced, collaborative environment with broad technical exposure and opportunities for growth.

Responsibilities

• Communicate with customers via phone, email, and chat ina timely, courteous, empathetic, and professional manner, providing clear updates and case status throughout the resolution process.
• Perform secondary response and advanced troubleshooting of escalated customer issues, addressing single-user and system-impacting incidents while accurately documenting all actions inThrive’stools.
• Analyzeand document unfamiliar client server, workstation, and network environments todeterminethe fastest and most effective path to incident resolution.
• Support and troubleshoot diverse computing environments across a wide range of business clients.
• Perform rapid root-cause analysis of workstation-, server-, and network-level incidents, including complex and escalated issues.
• Troubleshoot and resolve high-level workstation, server, and network incidents independently, followingThrive’sstandard operating procedures and best practices.
• Utilizeappropriate softwareutilitiesandvendor- or application-specific tools to achievetimelyresolution of customer incidents.
• Set and manage client expectations throughout the troubleshooting process, providingappropriate updates, next steps, anddemonstratingthe correct level of urgency.
• Communicate troubleshooting actions and resolutions clearly, using technical or non-technical languageappropriate tothe audience.
• Provideguidanceto clients on applications, Thrive best practices, and generalinfrastructure standards.
• Develop, document, and help implement client standards based on Thrive best practices; evaluate client environments andidentifyopportunities for improvement.
• Identifyrecurring issues and contribute to permanent resolutions through problem management and continuous improvement initiatives.
• Review client environments for security best practices, proactivelyidentifyingrisks andparticipatingin change management activities.
• Monitor and manage escalated service tasks, ensuring proper prioritization, documentation, and escalation.
• Provide escalated support, mentoring, and technical leadership to other engineers, collaborating with team leadership to improve service delivery.

• 3–5 years in IT support/operations, including MSP or multi-tenant experience.

• Deep experience with Windows Server, Active Directory, Azure AD/Entra, Exchange/M365 admin, Intune, and SharePoint.

• Competent in networking (Layer 2/3, VLANs, DHCP/DNS, NAT, site-to-site VPNs).

• Experience with endpoint security (EDR/AV), backup/DR, patchmanagement.

• Proficient with PowerShell scripting and automation.

• Strong incident management, change control, and documentation.

• 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 orparticipatein on-call rotations asrequired.

• Excellent customer service skills

OptionalQualifications:

• Willingness to visit nearby client sites when necessary, with the understanding that on-site visits may not always be required.

Preferred Certifications

• CompTIA Network+/ A+

• Microsoft Certified: Azure Administrator (AZ-104) or Microsoft 365 Administrator (MS-102)

• ITIL v4Foundation(modules).