Systems Administrator – MSP (Remote Support & Escalations)

Thrive; Holland (MI); On-site; USD 70,000 - 100,000; Full time

Job summary

Thrive provides remote support across diverse, multi-tenant environments, handling escalated incidents and complex service requests. You will perform advanced troubleshooting, coordinate with teams, and serve as an escalation point while maintaining clear client communication.

Thrive seeks technically proficient professionals with a desire to learn across all IT aspects and to thrive in a fast-paced, collaborative environment.

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 (Layer 2/3, 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 participate in 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, addressing single-user and system-impacting incidents while accurately documenting all actions in Thrive’s tools.
• Analyze and document unfamiliar client server, workstation, and network environments to determine the 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, following Thrive’s standard operating procedures and best practices.
• Utilize appropriate software utilities and vendor- or application-specific tools to achieve timely resolution of customer incidents.
• Set and manage client expectations throughout the troubleshooting process, providing appropriate updates, next steps, and demonstrating the correct level of urgency.
• Communicate troubleshooting actions and resolutions clearly, using technical or non-technical language appropriate to the audience.
• Provide guidance to clients on applications, Thrive best practices, and general infrastructure standards.
• Develop, document, and help implement client standards based on Thrive best practices; evaluate client environments and identify opportunities for improvement.
• Identify recurring issues and contribute to permanent resolutions through problem management and continuous improvement initiatives.
• Review client environments for security best practices, proactively identifying risks and participating in 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.

Skills

Windows Server experience

Active Directory/Azure AD

Exchange/M365 admin

Intune

PowerShell scripting

Networking basics (L2/L3, VLANs, DHCP)

Problem solving

Documentation

Customer communication

On-call readiness

Education

CompTIA Network+ / A+

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

ITIL v4 Foundation

Tools

PowerShell

Exchange/M365 Admin Center

Azure AD/Entra

Intune

SharePoint

Job description

Thrive provides remote support across diverse, multi-tenant environments, handling escalated incidents and complex service requests. You will perform advanced troubleshooting, coordinate with teams, and serve as an escalation point while maintaining clear client communication.

Thrive seeks technically proficient professionals with a desire to learn across all IT aspects and to thrive in a fast-paced, collaborative environment.