Systems Engineer

Join Thrive, a leading IT support company, as a Systems Engineer. In this role, you will provide first-contact remote technical support for network, server, and end-user systems. You will be responsible for accurately creating and updating support tickets, coordinating communication with engineers, and managing daily prioritization of service incidents and requests. You will also develop a strong understanding of Thrive products and their integration into client environments. This position offers a comprehensive benefits package, flexible schedules, and opportunities for growth and learning in a diverse and dynamic environment.

• Provide first-contact remote technical support for network, server, and end-user systems, accurately creating and updating support tickets.
• Perform initial triage of customer issues, troubleshooting single-user and system-impacting incidents, and documenting all actions.
• Manage the daily prioritization, coding, and routing of service incidents and requests, following established best practices for task management.

• 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
• 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
• Working knowledge of Active Directory/Entra, mobile device configuration and troubleshooting, workstation hardware, printers, and peripherals
• 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
• Ability to work independently and collaboratively in a team environment
• Strong customer service focus with the ability to clearly communicate technical concepts to non-technical users
• Basic networking knowledge, including TCP/IP, DNS, and DHCP
• Availability to work after hours or participate in on-call rotations as required
• CompTIA Network+
• CompTIA A+
• Microsoft 365 Fundamentals (MS-900)
• ITIL Foundation (v4)