Systems Engineer

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $62k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

⚙️ Systems Engineer

🚫👨‍🎓 No degree required

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Thrive

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2000

🔒 Cybersecurity

💼 Consulting

Cybersecurity • Consulting

Thrive is a B2B technology services firm that provides managed IT, cloud, and cybersecurity solutions for mid-market and enterprise clients. Its offerings include managed detection and response (MDR), EDR/NDR, vulnerability management, autonomous penetration testing, patching, managed firewalls, dark web monitoring, email/DNS security, security awareness training, incident response and remediation, and specialized security for Microsoft 365 and Azure. Thrive also delivers managed cloud services, disaster recovery, colocation, ServiceNow-based ITSM (TransformIT), managed network services, vCISO/vCIO advisory, and compliance support for standards such as HIPAA, GLBA, CMMC, GDPR and others. The company targets industries including financial services, healthcare, government, education, life sciences, and professional services, positioning itself as a consultancy and managed services provider that combines security, cloud, and digital transformation capabilities.

📋 Description

• Provide first-contact remote technical support for network, server, and end-user systems. • Create and update support tickets accurately and coordinate communication with engineers. • Communicate with customers via phone, email, and chat, providing clear updates and case status. • Perform first response and initial triage of customer issues. • Troubleshoot single-user and system-impacting incidents and document all 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 daily 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. • 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. • Willingness to visit nearby client sites when necessary, with the understanding that on-site visits may not always be required. • Preferred certifications: CompTIA A+, CompTIA Network+, Microsoft 365 Fundamentals (MS-900), and ITIL Foundation (v4).

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