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 communicate with customers via phone, email, and chat, perform initial triage of customer issues, and manage the 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 the IT field.

• Provide first-contact remote technical support for network, server, and end-user systems, accurately creating and updating support tickets.
• Communicate with customers via phone, email, and chat in a timely, courteous, empathetic, and professional manner, providing clear updates and case status.
• Perform first response and initial triage of customer issues, troubleshooting single-user and system-impacting incidents and accurately documenting all actions.

• Experience with ticketing systems (e.g., ServiceNow), remote support tools (e.g., Kaseya, Ninja), and RMM platforms
• 2–3 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)