Systems Engineer

Thrive • Remote, SC

2d • $65,000 - $75,000

About The Position

Thrive is a rapidly growing technology solutions provider focused on cloud, cybersecurity, networking, disaster recovery, and managed services. The Systems Engineer provides first-contact remote technical support for network, server, and end-user systems. As the initial point of contact for clients, the role involves creating and updating support tickets and coordinating communication with engineers when additional assistance is available.

The position interacts regularly with end users across diverse computing environments and requires clear communication with technical and non-technical audiences. Thrive seeks someone with strong technical aptitude, excellent communication skills, and an interest in learning and growing across IT while delivering high-quality customer support.

Requirements

• 2–3 years of IT support experience in a help desk or service desk environment.
• Experience with ticketing systems, remote support tools, 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 and 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.

Nice To Haves

• MSP experience preferred.
• Willingness to visit nearby client sites when necessary; on-site visits may not always be required.
• CompTIA A+ certification.
• CompTIA Network+ certification.
• Microsoft 365 Fundamentals (MS-900) certification.
• ITIL Foundation (v4) certification.

Responsibilities

• Communicate with customers by phone, email, and chat in a timely, courteous, empathetic, and professional manner, providing clear updates and case status throughout resolution.
• Perform first response and initial triage of customer issues, troubleshoot single-user and system-impacting incidents, and document actions in Thrive’s tools.
• Analyze workstation-level incidents, identify root causes, and apply appropriate troubleshooting methods.
• Ask clarifying questions to understand client concerns and escalate issues to engineers when required by time, complexity, or skill level.
• Prioritize, code, and route service incidents and requests each day.
• Follow Thrive’s established best practices for task management.
• Set and manage client expectations throughout troubleshooting, focusing on prompt resolution and customer service.
• Develop an understanding of Thrive products and how they integrate into client environments to support effective issue resolution.
• Work with and document diverse client computing environments, including unfamiliar workstation, server, and network configurations, to determine an efficient path to resolution.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed