Systems Engineer
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Job Description
Systems Engineer providing first-contact remote support for network, server, and end-user systems. Troubleshooting client environments for Thrive, a cloud, cybersecurity, networking, and managed services provider.
Responsibilities:
- Provide first-contact remote technical support for network, server, and end-user systems
- Create and update support tickets accurately
- Coordinate communication with engineers when assistance is available
- Communicate technical issues clearly to technical and non-technical audiences
- Perform first response and initial triage of customer issues
- Troubleshoot single-user and system-impacting incidents
- Document all troubleshooting actions in Thrive’s tools
- Analyze workstation-level incidents, identify root causes, and apply appropriate troubleshooting methods
- Ask clarifying questions and escalate issues to engineers when required
- Prioritize, code, and route service incidents and requests
- Follow Thrive’s established task-management best practices
- Set and manage client expectations throughout troubleshooting
- Develop understanding of Thrive products and their integration into client environments
- Work with and document diverse 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
- CompTIA A+ preferred certification
- CompTIA Network+ preferred certification
- Microsoft 365 Fundamentals (MS-900) preferred certification
- ITIL Foundation (v4) preferred certification
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