Systems Engineer

Stelle nicht auf LinkedIn

🕒 vor 24 Tagen

🇺🇸 Vereinigte Staaten – Remote

💵 $45.000 - $65.000 / Jahr

⏰ Vollzeit

🟢 Junior

🟡 Mittelstufe

⚙️ Systemingenieur

🦅 H1B-Visum-Sponsor

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Thrive

WebsiteLinkedInAlle Stellen

201 - 500 Mitarbeiter

💼 Beratung

🏥 Gesundheitswesen

📦 Logistik

Consulting • Healthcare • Logistics

Thrive ist ein Unternehmen, das sich auf die Bereitstellung von Managed Services und technologischen Lösungen für Unternehmen spezialisiert hat. Der Fokus liegt auf Cybersicherheit, Cloud-Diensten, Netzwerkmanagement und Produktivitätswerkzeugen, um die Unternehmensleistung zu optimieren und die digitale Transformation voranzutreiben. Mit einem kundenorientierten Ansatz bietet Thrive Dienstleistungen wie Disaster Recovery, IT-Compliance, Regulierungsdienste und vCISO-Beratung (virtueller Chief Information Security Officer). Thrive bedient verschiedene Branchen, darunter Finanzdienstleistungen, Gesundheitswesen, Regierung und Bildung, und nutzt seine Expertise, um Kunden zu befähigen, die Versprechen der Technologie für bessere strategische Ergebnisse zu nutzen.

Beschreibung

• 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.

🎯 Anforderungen

• 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.

🏖️ Vorteile

• Thrive is committed to providing fair and equitable compensation practices for all employees and strives to provide competitive salaries that reflect the value and skills each team member brings to our organization.