Systems Administrator
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Job Description
Systems Administrator remotely troubleshooting and securing client IT environments for Thrive’s managed services platform. Handling escalations across Windows, networks, cloud, and endpoints.
Responsibilities:
- Provide remote support across diverse, multi-tenant environments
- Handle escalated incidents and complex service requests
- Communicate with customers via phone, email, and chat, providing updates and case status
- Perform advanced troubleshooting of escalated workstation, server, and network issues
- Analyze and document unfamiliar client server, workstation, and network environments
- Perform root-cause analysis and resolve complex incidents independently
- Use software utilities and vendor- or application-specific tools to resolve incidents
- Manage client expectations and communicate troubleshooting actions and resolutions clearly
- Advise clients on applications, best practices, and infrastructure standards
- Develop, document, and help implement client standards
- Identify recurring issues and contribute to permanent resolutions and continuous improvement
- Review client environments for security risks and participate in change management
- Monitor and manage escalated service tasks, including prioritization, documentation, and escalation
- Provide escalated support, mentoring, and technical leadership to other engineers
Requirements:
- Experience supporting virtual desktops
- 3–5 years in IT support/operations, including MSP or multi-tenant experience
- Deep experience with Windows Server, Active Directory, Azure AD/Entra, Exchange/M365 admin, Intune, and SharePoint
- Competent in networking (Layer 2/3, VLANs, DHCP/DNS, NAT, site-to-site VPNs)
- Experience with endpoint security (EDR/AV), backup/DR, and patch management
- Proficient with PowerShell scripting and automation
- Strong incident management, change control, and documentation
- 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
- Excellent customer service skills
- Preferred certifications: CompTIA Network+ / A+; Microsoft Certified: Azure Administrator (AZ-104) or Microsoft 365 Administrator (MS-102); ITIL v4 Foundation (modules)
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