Systems Engineer

Thrive

. Provide first-contact remote technical support for network, server, and end-user systems .

Posted 10/6/2026full-timeRemote • United StatesJuniorMid-Level💰 $40,000 - $50,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Proficient in providing remote technical support for network, server, and end-user systems, with a strong focus on troubleshooting and customer service. Experienced in using ticketing systems and remote support tools while effectively communicating technical issues to diverse audiences.

Highest-signal resume keywords

IT Support ExperienceTicketing Systems ProficiencyWindows 10/11 SupportCompTIA A+ CertificationCustomer Service Focus

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

TroubleshootingActive Directory/EntraBasic Networking KnowledgeMobile Device ConfigurationWorkstation Hardware SupportMicrosoft 365 SupportDocumentationIncident TriageService Incident PrioritizationRoot Cause Analysis

Soft Skills

Excellent CommunicationTime ManagementTeam CollaborationCustomer Service Orientation

Tools & Technologies

ServiceNowKaseyaNinjaRMM PlatformsThrive Tools

Certifications & Qualifications

CompTIA A+CompTIA Network+Microsoft 365 Fundamentals (MS-900)ITIL Foundation (v4)

Industry Keywords

Help DeskService DeskMSP ExperienceTCP/IPDNSDHCP

Tech Stack

Tools & technologies

DNSMacOSServiceNowTCP/IP

About the role

Key responsibilities & impact

Provide first-contact remote technical support for network, server, and end-user systems
Create and update support tickets accurately
Coordinate communication with engineers when assistance is available
Communicate technical issues clearly to technical and non-technical audiences
Perform first response and initial triage of customer issues
Troubleshoot single-user and system-impacting incidents
Document all troubleshooting 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 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
Work with and document diverse workstation, server, and network configurations to determine the fastest path to resolution

Requirements

What you’ll need

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
CompTIA A+ preferred certification
CompTIA Network+ preferred certification
Microsoft 365 Fundamentals (MS-900) preferred certification
ITIL Foundation (v4) preferred certification