Systems Engineer
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Job Description
Systems Engineer providing remote technical support for client networks and servers in IT support at Thrive. Responsibilities include troubleshooting and managing customer service incidents with a focus on world-class support.
Responsibilities:
- Communicate with customers via phone, email, and chat in a 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-impacting incidents and accurately documenting all actions in Thrive’s tools.
- Perform rapid analysis of workstation-level incidents, identifying root causes and applying appropriate troubleshooting methodology
- Ask clarifying questions to fully understand client concerns and escalate issues to engineers when required due to time, complexity, or skill level.
- Manage the daily prioritization, coding, and routing of service incidents and requests.
- Follow Thrive's established best practices for task management
- Set and manage client expectations throughout the troubleshooting process, maintaining a focus on both prompt resolution and world-class customer service.
- Develop a strong understanding of Thrive products and their integration into client environments to ensure efficient and effective issue resolution.
- Work with and document diverse client computing environments, including unfamiliar workstation, server, and network configurations, to determine the fastest path to resolution.
Requirements:
- 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
- Proficiency supporting 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
- 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
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