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 understand client concerns and escalate issues to engineers when required due to time, complexity, or skill level.
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, maintaining a focus on both prompt resolution and world-class customer service.
Develop a strong understanding of Thrive products and their integration into client environments to ensure efficient and effective issue resolution.
Work with and document diverse client computing environments, including unfamiliar workstation, server, and network configurations, to determine the fastest path to resolution.

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.

Systems Engineer

Key skills