Systems Engineer

Thrive; Kentucky; Hybrid; USD 42,000 - 58,000; Full time

Job summary

Thrive is seeking a remote IT support professional to provide first-contact help desk support for network, server, and end-user systems. You will create and update support tickets and coordinate communication with engineers when assistance is available.

Team members interact with end-users across diverse environments and must clearly communicate technical concepts to non-technical audiences. Expect growth across IT while delivering world-class support.

Qualifications

• 2–3 years IT support experience in a help desk or service desk environment; MSP experience preferred.
• Experience with ticketing systems (ServiceNow) and remote support tools (Kaseya, NinjaRMM).
• Proficiency supporting Windows 10/11, macOS basics, Microsoft 365, Office apps.
• Knowledge of Active Directory/Entra, mobile devices, peripherals, and basic networking.
• Strong customer service focus and clear communication to non-technical users.
• Willingness to work after hours or participate in on-call rotations.
• Certifications such as CompTIA A+/Network+, MS-900, ITIL v4 are preferred.

Responsibilities

• Communicate with customers via phone, email, and chat in a courteous, timely manner.
• Perform first response and initial triage of issues, documenting actions in Thrive’s tools.
• Analyze workstation-level incidents, identify root causes, and apply troubleshooting methods.
• Ask clarifying questions and escalate to engineers when needed.
• Prioritize, code, and route service incidents and requests daily.
• Follow Thrive's best practices for task management and knowledge sharing.
• Set client expectations and maintain focus on prompt resolution and service quality.
• Develop understanding of Thrive products and integration with client environments.
• Work with diverse environments to determine the fastest path to resolution.

Skills

IT support

Ticketing systems

Remote support tools

Windows 10/11

macOS basics

Microsoft 365

Active Directory/Entra

Networking basics

Customer service

Communication skills

On-call rotations

Tools

ServiceNow

Kaseya

NinjaRMM

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:

This role provides first-contact remote technical support for network, server, and end-user systems. As the first point of contact for clients, you willbe responsible foraccurately creating and updating support tickets and coordinating communication with engineers whenassistanceis available.

Team members interact regularly with end-users across diverse computing environments and must clearly communicate technical issues to both technical and non-technical audiences. Thrive seeks individuals with strong technical aptitude, excellent verbal and written communication skills, and a desire to learn and grow across all aspects of IT while delivering world-class support.

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 first response and initial triage of customer issues, troubleshooting single-user and system-impactingincidentsand accurately documenting all actions inThrive’stools.


• Perform rapid analysis of workstation-level incidents,identifyingroot causes and applyingappropriate troubleshootingmethodology


• Ask clarifying questions to fully understand client concerns and elevate issues to engineers whenrequireddue 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,maintaininga 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 unfamiliarworkstation,server, and network configurations, todeterminethe fastest path to resolution.

• 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), remote support tools (e.g.,Kaseya, Ninja), and RMM platforms.

• Proficiencysupporting Windows 10/11, macOS fundamentals, Microsoft 365 (Outlook, Teams, OneDrive), and common line-of-business applications, including Office and Outlook 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 the ability to clearly communicate technical concepts to non-technical users.

• 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.

OptionalQualifications:

• Willingness to visit nearby clientsiteswhen necessary, with the understanding that on-site visits may not always berequired.

Preferred Certifications:

• CompTIA A+

• CompTIA Network+

• Microsoft 365 Fundamentals (MS-900)

• ITIL Foundation (v4).