Systems Engineer

Role Overview

Systems Engineer provides first-contact, remote technical support for network, server, and end-user systems. As the initial point of contact for clients, you’ll manage communication, create and update support tickets, and coordinate with engineers when deeper assistance is needed.

Responsibilities

• Communicate with customers via phone, email, and chat with timely, courteous, empathetic, and professional updates
• Perform first response and initial triage for incidents; troubleshoot single-user and system-impacting issues
• Rapidly analyze workstation-level incidents, identify likely root causes, and apply appropriate troubleshooting methods
• Ask clarifying questions to understand client concerns; escalate to engineers when required
• Prioritize and route service incidents and requests each day
• Follow established task management best practices and accurately document all actions in Thrive’s tools
• Set and manage client expectations while maintaining a focus on prompt resolution and world-class service
• Build a working understanding of Thrive products and how they integrate into client environments
• Work with and document diverse and sometimes unfamiliar workstation, server, and network configurations to reach the fastest resolution

Required Qualifications

• 2–3 years of IT support experience in a help desk/service desk environment (MSP experience preferred)
• Experience with ticketing systems (e.g., ServiceNow)
• Familiarity with remote support tools (e.g., Kaseya, Ninja) and RMM platforms
• Proficiency supporting Windows 10/11, macOS fundamentals, and Microsoft 365 (Outlook, Teams, OneDrive)
• Working knowledge of Active Directory/Entra, mobile device configuration/troubleshooting, and common peripherals (hardware, printers)
• Basic networking knowledge: TCP/IP, DNS, DHCP
• Strong customer service skills and ability to explain technical concepts to non-technical users
• Excellent written/verbal communication, documentation, and time management
• Ability to work independently and collaboratively
• Availability for after-hours work and/or on-call rotations

Preferred Certifications

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