Systems Engineer

4 hours, 12 minutes ago
Full-time
Junior
DevOps and Infrastructure
THRIVE

THRIVE

Thrive Learning is the industry's fastest-growing learning technology company, providing a comprehensive all-in-one Learning & Skills Platform that integrates learning, skills, and communication to upskill people faster and more collaboratively. Truste...

Internet Software & Services
51-250
Founded 2018

Description

  • Communicate with customers by phone, email, and chat, providing timely updates throughout issue resolution.
  • Perform first response and triage for user and system-impacting incidents, documenting all actions in support tools.
  • Analyze workstation incidents, identify root causes, and apply appropriate troubleshooting methods.
  • Ask clarifying questions and escalate issues to engineers based on complexity, timing, or expertise required.
  • Prioritize, code, and route service incidents and requests according to established practices.
  • Manage client expectations while balancing prompt resolution with high-quality customer service.
  • Develop knowledge of Thrive’s products and their integration into client environments.
  • Document and troubleshoot diverse workstation, server, and network configurations to determine the fastest path to resolution.

Requirements

  • 2–3 years of IT support experience in a help desk or service desk environment; MSP experience preferred.
  • Experience with ticketing systems such as ServiceNow, remote support tools such as Kaseya or Ninja, and RMM platforms.
  • Proficiency supporting Windows 10/11, macOS fundamentals, Microsoft 365, Office, Outlook, Teams, OneDrive, and common business applications.
  • Working knowledge of Active Directory/Entra, mobile devices, workstation hardware, printers, and peripherals.
  • Basic networking knowledge, including TCP/IP, DNS, and DHCP.
  • Strong customer service skills and the ability to explain technical concepts to non-technical users.
  • Excellent written and verbal communication, documentation, and time-management skills.
  • Ability to work independently and collaboratively.
  • Availability for after-hours work or on-call rotations as required.
  • Willingness to visit nearby client sites when necessary; CompTIA A+, Network+, Microsoft 365 Fundamentals, or ITIL Foundation certifications preferred.

Interested in this position?

Apply directly on the company website

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