Systems Engineer

Role Overview

This role provides first‑contact remote technical support for network, server, and end‑user systems. As the first point of contact for clients, you will be responsible for accurately creating and updating support tickets and coordinating communication with engineers when assistance is available. Team members interact regularly with end‑users across diverse computing environments and must clearly communicate technical issues to both technical and non‑technical audiences.

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.

Thrive seeks individuals with strong technical aptitude, excellent verbal and written communication skills, and a desire to learn and grow across all aspects of IT while delivering world‑class support. Ability to work independently and collaboratively in a team environment, with a strong customer service focus and ability to clearly communicate technical concepts to non‑technical users.

• 2–3 years of IT support experience in a help desk or service desk environment; MSP experience preferred
• Experience with ticketing systems (e.g., Service Now), remote support tools (e.g., Kaseya, Ninja), and RMM platforms
• Proficiency supporting Windows 10/11, macOS fundamentals, Microsoft 365 (Outlook, Teams, One Drive), 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

Base Salary Range: $45,000 to $65,000. Competitive salaries that reflect the value and skills each team member brings to our organization.