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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Proficient in providing remote technical support for network, server, and end-user systems, with a strong focus on customer service and effective communication. Experienced in troubleshooting, incident management, and utilizing ticketing systems to ensure efficient resolution of technical issues.
Highest-signal resume keywords
IT Support ExperienceTicketing Systems ProficiencyWindows 10/11 SupportCustomer Service FocusCompTIA A+ Certification
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Technical SupportTroubleshootingIncident ManagementActive DirectoryBasic Networking KnowledgeWindows 10/11MacOS FundamentalsMicrosoft 365Remote Support ToolsWorkstation Hardware
Soft Skills
Clear CommunicationTime ManagementTeam CollaborationCustomer Service
Tools & Technologies
ServiceNowKaseyaNinjaRMM PlatformsThrive Tools
Certifications & Qualifications
CompTIA A+CompTIA Network+Microsoft 365 FundamentalsITIL Foundation
Industry Keywords
Help DeskService DeskMSP ExperienceTicketing SystemsRemote Support
Tech Stack
Tools & technologiesDNSMacOSServiceNowTCP/IP
About the role
Key responsibilities & impact- Provide first-contact remote technical support for network, server, and end-user systems.
- 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.
- Manage daily prioritization, coding, and routing of 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.
- 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).