Systems Engineer

Remote (EST preferred)

About Us

Thrive is a rapidly growing technology solutions provider focusing upon Cloud, Cyber Security, Networking, Disaster Recovery and Managed Services. Our corporate culture, engineering talent, customer-centric approach, and focus upon “next generation” services help us stand out amongst our peers. Thrive is on the look-out for individuals who don’t view their weekdays spent at “a job” but rather look to develop valuable skills that ignite their passion and lead to a CAREER. If you’re attracted to a “work hard, play hard” environment, seeking the guidance, training and experience necessary to build a lucrative career, then welcome to THRIVE!!

Position Overview

This role provides first-contact remote technical support for network, server, and end-user systems. As the first point of contact for clients, you will be responsible for accurately creating and updating support tickets and coordinating communication with engineers when assistance is available.

Team members interact regularly with end-users across diverse computing environments and must clearly communicate technical issues to both technical and non-technical audiences. Thrive seeks individuals with strong technical aptitude, excellent verbal and written communication skills, and a desire to learn and grow across all aspects of IT while delivering world-class support.

Responsibilities

• Communicate with customers via phone, email, and chat in a timely, courteous, empathetic, and professional manner, providing clear updates and case status throughout the resolution process.
• Perform first response and initial triage of customer issues, troubleshooting single-user and system-impacting incidents and accurately documenting all actions in Thrive’s tools.
• Perform rapid analysis of workstation-level incidents, identifying root causes and applying appropriate troubleshooting methodology
• Ask clarifying questions to fully understan...