Remote- Systems Engineering -

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 whodon’tview their weekdays spent at “a job” butrather look to develop valuable skills that ignite their passion and lead to a CAREER.Position Overview: This role provides first-contact remote technical support for network, server, and end-user systems. As the first point of contact for clients, you willbe responsible foraccurately creating and updating support tickets and coordinating communication with engineers whenassistanceis available.

Communicate with customers via phone, email, and chat ina 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-impactingincidentsand accurately documenting all actions inThrive’stools.

Perform rapid analysis of workstation-level incidents,identifyingroot causes and applyingappropriate troubleshootingmethodology

Manage the daily prioritization, coding, and routing of service incidents and requests.

Set and manage client expectations throughout the troubleshooting process,maintaininga focus on both prompt resolution and world-class customer service.

Work with and document diverse client computing environments, including unfamiliarworkstation,server, and network configurations, todeterminethe fastest path to resolution.

2–3 years of IT support experience in a help desk or service desk environment; ServiceNow), remote support tools (e.g.,Kaseya, Ninja), and RMM platforms.

Proficiencysupporting 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.

OptionalQualifications: Willingness to visit nearby clientsiteswhen necessary, with the understanding that on-site visits may not always berequired.

CompTIA Network+

Microsoft 365 Fundamentals (MS-900)

ITIL Foundation (v4).

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