Systems Engineer

Thrive; United States; Remote; USD 45,000 - 65,000; Full time

Benefits offered by this job

Comprehensive Benefits Package

Paid Annual Leave and Holidays

401K and Company Match

Smart and Diverse Environment

A Learning Company

Annual Company Events

Flexible Schedules

New Employee Referral Program

Job summary

Thrive is seeking a remote IT Support Specialist to provide first-contact technical support for networks, servers, and end-user systems. You will create and update support tickets, coordinate with engineers, and communicate clearly with customers via phone, email, and chat.

You will perform initial triage, troubleshoot workstation issues, document all actions, and escalate when required. The role emphasizes strong customer service, written and verbal communication, and the ability to work

Qualifications

• 2–3 years of IT support experience in a help desk or service desk environment.
• Experience with ticketing systems (e.g., ServiceNow).
• Experience with remote support tools and RMM platforms.
• Proficiency with Windows 10/11, macOS, Microsoft 365.
• Strong written and verbal communication; customer-service focused.
• Willingness to visit nearby client sites; after-hours/on-call availability.
• Certifications such as CompTIA A+/Network+, ITIL are advantageous.

Responsibilities

• Provide first-contact remote technical support for networks, servers, and end-user systems.
• Create and update support tickets; coordinate with engineers.
• Communicate with customers via phone, email, and chat; provide timely updates.
• Perform first response and initial triage; document actions in Thrive’s tools.
• Troubleshoot workstation issues; identify root causes and apply methods.
• Escalate to engineers when needed; manage prioritization and routing.

Skills

Technical aptitude

Verbal communication

Written communication

Customer service

Time management

Team collaboration

Problem solving

Education

CompTIA A+

Microsoft 365 Fundamentals (MS-900)

CompTIA Network+

ITIL Foundation (v4)

Tools

ServiceNow

Kaseya

NinjaOne

Job description

• This role provides first-contact remote technical support for network, server, and end-user systems. As the first point of contact for clients, you will be responsible for accurately creating and updating support tickets and coordinating communication with engineers when assistance is 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
• Communicate with customers via phone, email, and chat in a 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-impacting incidents and accurately documenting all actions in Thrive’s tools
• Perform rapid analysis of workstation-level incidents, identifying root causes and applying appropriate troubleshooting methodology
• Ask clarifying questions to fully understand client concerns and **escalate** issues to engineers when required due 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, maintaining a 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 unfamiliar workstation, server, and network configurations, to determine the fastest path to resolution

Benefits

• Comprehensive Benefits Package
• Paid Annual Leave and Holidays
• 401K and Company Match
• Smart and Diverse Environment
• A Learning Company
• Annual Company Events
• Flexible Schedules
• New Employee Referral Program

Experience with ticketing systems (e.g., ServiceNow), remote support tools (e.g., Kaseya, Ninja), and RMM platforms2–3 years of IT support experience in a help desk or service desk environment; MSP experience preferred

Availability to work after hours or participate in on-call rotations as required

Proficiency supporting Windows 10/11, macOS fundamentals, Microsoft 365 (Outlook, Teams, OneDrive), and common line-of-business applications, including Office and Outlook configuration

Excellent written and verbal communication, documentation, and time-management skills

Strong customer service focus with the ability to clearly communicate technical concepts to non-technical users

Ability to work independently and collaboratively in a team environment

Basic networking knowledge, including TCP/IP, DNS, and DHCP

Working knowledge of Active Directory/Entra, mobile device configuration and troubleshooting, workstation hardware, printers, and peripherals

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

CompTIA A+Microsoft 365 Fundamentals (MS-900)

CompTIA Network+ITIL Foundation (v4)