المسمى الوظيفي

About Thrive

Thrive is a fast-growing technology solutions company specializing in Cloud, Cyber Security, Networking, Disaster Recovery, and Managed Services. Our distinctive culture, engineering expertise, client-first mindset, and forward-looking services differentiate us from competitors. We welcome professionals eager to build a meaningful career rather than simply hold a job, and who thrive in an energetic "work hard, play hard" atmosphere seeking training and growth opportunities.

Position Overview

The Systems Engineer role involves acting as the initial remote technical support contact for network, server, and end-user system issues. You will handle ticket creation and updates, and facilitate communication with engineering teams for escalations. The role requires engaging with users across varied technical environments, translating technical issues clearly to diverse audiences, and providing exceptional customer service while honing IT skills.

Key Responsibilities

Engage with clients through phone, email, and live chat promptly, courteously, and professionally, consistently providing clear updates and progress reports throughout issue resolution.
Conduct first-level response and triage for incoming support requests, troubleshooting individual and system-wide incidents while meticulously recording all actions in internal tools.
Analyze workstation problems rapidly to identify root causes and apply suitable debugging techniques.
Clarify client concerns thoroughly through questioning, escalating advanced cases to engineers when complexity, time, or expertise demands.
Oversee prioritizing, categorizing, and routing daily support tickets accurately.
Adhere to Thrive's standardized procedures for managing tasks and cases.
Set realistic client expectations throughout support interactions, aiming for swift resolution paired with exemplary service.
Gain detailed knowledge of Thrive’s product suite and their deployment in customer setups to streamline problem-solving.
Document and work within various client IT environments, including unfamiliar systems, servers, and networks, to achieve prompt fixes.

Required Qualifications

Two to three years of experience in IT support roles within help desk or service desk settings; experience in Managed Service Provider (MSP) environments is an advantage.
Familiarity with ticketing platforms such as ServiceNow, remote support/management tools like Kaseya or Ninja, and RMM systems.
Proficient with Windows 10/11, foundational macOS knowledge, Microsoft 365 applications (Outlook, Teams, OneDrive), and typical business apps including Office and Outlook setup.
Working understanding of Active Directory/Entra, mobile device setup and troubleshooting, as well as hardware including workstations, printers, and peripherals.
Basic grasp of networking concepts like TCP/IP, DNS, and DHCP.
Strong customer orientation and ability to convey technical information clearly to users without technical backgrounds.
Excellent skills in verbal and written communication, thorough documentation, and managing time effectively.
Capability to work autonomously and collaboratively within a team setting.
Availability for occasional after-hours work or participation in on-call rotations as needed.

Optional Qualifications

Willing to travel to local client sites when occasionally required, understanding on-site visits are not always necessary.

Preferred Certifications

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

Systems Engineer