Systems Engineer

Job not on LinkedIn

🕒 4 days ago

🇺🇸 United States – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

⚙️ Systems Engineer

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Thrive

WebsiteLinkedInAll Job Openings

201 - 500 employees

🔒 Cybersecurity

🏢 Enterprise

Cybersecurity • Cloud • Enterprise

Thrive is a company that specializes in providing managed services and technological solutions for businesses. They focus on cybersecurity, cloud services, network management, and productivity tools to optimize business performance and drive digital transformation. With a customer-centric approach, Thrive offers services such as disaster recovery, IT compliance, regulatory services, and virtual chief information security officer (vCISO) advisory. They serve various industries including financial services, healthcare, government, and education, leveraging their expertise to empower clients to harness the promise of technology for better strategic outcomes.

📋 Description

• Provide first-contact remote technical support for network, server, and end-user systems • Responsible for accurately creating and updating support tickets and coordinating communication with engineers • Interact regularly with end-users across diverse computing environments • Communicate with customers via phone, email, and chat in a timely, courteous, empathetic, and professional manner • Perform first response and initial triage of customer issues, troubleshooting single-user and system-impacting incidents • Ask clarifying questions to fully understand client concerns and escalate issues to engineers when required • Manage the daily prioritization, coding, and routing of service incidents and requests • Set and manage client expectations throughout the troubleshooting process • Develop a strong understanding of Thrive products and their integration into client environments • Work with and document diverse client computing environments 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

🏖️ Benefits

• Work hard, play hard environment • Guidance, training and experience to build a lucrative career