Systems Engineer (Mon - Fri 11am - 8pm EST)

Thrive; Sarasota (FL); Remote; USD 42,000 - 62,000; Full time

Job summary

Thrive is seeking a remote first-contact IT support specialist to provide initial triage for network, server, and end-user issues. Your role includes creating and updating support tickets and coordinating with engineers to ensure timely resolutions.

Ideal candidates will have 2–3 years in IT help desk roles, experience with ServiceNow, Kaseya, Ninja, and RMM tools, and solid knowledge of Windows 10/11, macOS, and Microsoft 365. Strong communication and teamwork are essential.

Qualifications

• 2–3 years of IT support experience in a help desk or service desk environment.
• Experience with ticketing systems (e.g., ServiceNow), remote support tools (e.g., Kaseya, Ninja), and RMM platforms.
• Proficiency supporting Windows 10/11, macOS fundamentals, Microsoft 365, and Office apps.
• 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; after-hours or on-call availability.

Responsibilities

• Communicate with customers via phone, email, and chat in a timely, courteous, empathetic, and professional manner.
• Perform first response and initial triage of customer issues and document actions in Thrive’s tools.
• Perform rapid analysis of workstation-level incidents and identify root causes.
• Ask clarifying questions and escalate to engineers when needed due to time or complexity.
• Manage daily prioritization, coding, and routing of service incidents and requests.
• Follow Thrive's best practices for task management.
• Set and manage client expectations throughout troubleshooting for prompt resolution and strong service.
• Develop understanding of Thrive products and their integration to ensure effective resolutions.
• Work with diverse client environments to determine the fastest path to resolution.

Skills

IT support

Customer service

Communication skills

Troubleshooting

Ticketing systems

Remote support

Windows/macOS

Tools

ServiceNow

Kaseya

Ninja

RMM platforms

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 who don’t view their weekdays spent at “a job” but rather look to develop valuable skills that ignite their passion and lead to a CAREER. If you’re attracted to a “work hard, play hard” environment, seeking the guidance, training and experience necessary to build a lucrative career, then welcome to THRIVE!!

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.

Required Qualifications

• 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
• Proficiency supporting 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 or participate in on-call rotations as required

Preferred Certifications

• CompTIA A+
• CompTIA Network+
• Microsoft 365 Fundamentals (MS-900)
• ITIL Foundation (v4)