Systems Engineer

Thrive

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

Posted 9/22/2026full-timeClark Global City • PhilippinesJuniorMid-Level💰 $20,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates proficiency in providing remote technical support for network, server, and end-user systems, with a strong focus on customer service and effective communication. Capable of troubleshooting incidents, managing support tickets, and understanding diverse IT environments.

Highest-signal resume keywords

IT Support ExperienceTicketing Systems ProficiencyWindows 10/11 SupportActive Directory KnowledgeCompTIA A+ Certification

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical SupportTroubleshootingIncident ManagementWindows 10/11MacOS FundamentalsMicrosoft 365Active DirectoryBasic NetworkingRemote Support ToolsWorkstation Hardware

Soft Skills

Customer Service FocusClear CommunicationTime ManagementTeam CollaborationDocumentation Skills

Tools & Technologies

ServiceNowKaseyaNinjaRMM PlatformsThrive Tools

Certifications & Qualifications

CompTIA A+CompTIA Network+Microsoft 365 FundamentalsITIL Foundation

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 and coordinate communication with engineers.
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.
Prioritize, code, and route daily 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), and ITIL Foundation (v4).