Systems Engineer

Thrive

. Communicate with customers via phone, email, and chat, providing clear updates and case status throughout the resolution process .

Posted 10/9/2026full-timeRemote • United StatesJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates proficiency in IT support, including troubleshooting Windows 10/11, macOS, and Microsoft 365 applications, while effectively communicating technical concepts to non-technical users. Capable of managing service incidents and requests in a help desk environment, with a strong focus on customer service and task management.

Highest-signal resume keywords

IT Support ExperienceTicketing Systems (ServiceNow)Remote Support Tools (Kaseya, Ninja)Windows 10/11 SupportCompTIA A+ Certification

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Troubleshooting MethodologyActive Directory/EntraBasic Networking (TCP/IP, DNS, DHCP)Workstation Hardware SupportMobile Device Configuration

Soft Skills

Customer Service FocusExcellent Communication SkillsTime Management SkillsTeam CollaborationIndependent Work Ability

Tools & Technologies

Microsoft 365 (Outlook, Teams, OneDrive)Office ConfigurationRMM PlatformsThrive ToolsService Desk Environment

Certifications & Qualifications

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

Industry Keywords

Help DeskService DeskMSP ExperienceClient Computing EnvironmentsTechnical Support

Tech Stack

Tools & technologies

DNSMacOSServiceNowTCP/IP

About the role

Key responsibilities & impact

Communicate with customers via phone, email, and chat, providing clear updates and case status throughout the resolution process
Perform first response and initial triage of customer issues
Troubleshoot single-user and system-impacting incidents and accurately document all actions in Thrive’s tools
Analyze workstation-level incidents, identify root causes, and apply appropriate troubleshooting methodology
Ask clarifying questions to understand client concerns and escalate issues to engineers when required
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
Develop a strong understanding of Thrive products and their integration into client environments
Work with and document diverse client computing environments, including workstation, server, and network configurations
Provide first-contact remote technical support for network, server, and end-user systems
Coordinate communication with engineers when assistance is available

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
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), ITIL Foundation (v4)