The Systems Engineer provides remote technical support for network and end-user systems, managing tickets and communication while troubleshooting issues.
Will work Monday to Friday - 11 AM to 8 PM EST. Will train for first four weeks Monday to Friday 9 AM to 6 PM EST.
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:
Required Qualifications
Preferred Certifications:
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 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.
Required Qualifications
- 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).
Top Skills
Active Directory
Cloud
Cyber Security
Dhcp
Disaster Recovery
Dns
Kaseya
Managed Services
Microsoft 365
Networking
Ninja
Servicenow
Tcp/Ip
Similar Jobs
Beauty • Robotics • Design • Appliances • Manufacturing
The Principal Electrical Systems Engineer will lead the development of prototypes, design reusable modules, and evaluate new technologies for future product platforms, collaborating across teams.
Top Skills:
ArduinoEmbedded SystemsPower ElectronicsRaspberry PiSensorsWireless Communication
Software • Defense
The role involves managing endpoint devices, SaaS, and identity systems, ensuring compliance, security, and troubleshooting complex issues while communicating effectively during incidents.
Top Skills:
Azure AdIntuneJAMFLinuxmacOSMdm PlatformsOktaSaas PlatformsWindowsWorkspace One
Artificial Intelligence • Hardware • Healthtech • Software
Lead development of a two-way audio communication platform, optimizing performance and collaboration across embedded systems, while ensuring quality and compliance.
Top Skills:
AlsaArm-Based ArchitectureCoverityEmbedded LinuxGstreamerJtagNat TraversalValgrindVoipWebrtc
What you need to know about the Seattle Tech Scene
Home to tech titans like Microsoft and Amazon, Seattle punches far above its weight in innovation. But its surrounding mountains, sprinkled with world-famous hiking trails and climbing routes, make the city a destination for outdoorsy types as well. Established as a logging town before shifting to shipbuilding and logistics, the Emerald City is now known for its contributions to aerospace, software, biotech and cloud computing. And its status as a thriving tech ecosystem is attracting out-of-town companies looking to establish new tech and engineering hubs.
Key Facts About Seattle Tech
- Number of Tech Workers: 287,000; 13% of overall workforce (2024 CompTIA survey)
- Major Tech Employers: Amazon, Microsoft, Meta, Google
- Key Industries: Artificial intelligence, cloud computing, software, biotechnology, game development
- Funding Landscape: $3.1 billion in venture capital funding in 2024 (Pitchbook)
- Notable Investors: Madrona, Fuse, Tola, Maveron
- Research Centers and Universities: University of Washington, Seattle University, Seattle Pacific University, Allen Institute for Brain Science, Bill & Melinda Gates Foundation, Seattle Children’s Research Institute
