InfoHedge Technologies LLC
Systems Engineer
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Systems Engineer
Thrive – Senior Technical Support Specialist
About Thrive
Thrive is a rapidly growing technology solutions provider, specialising in Cloud, Cyber Security, Networking, Disaster Recovery, and Managed Services. Our corporate culture, engineering talent, and customer-centric approach set us apart. We’re looking for individuals who view their work not just as a job, but a career—one that fosters skill development, passion, and growth.
If you thrive in a "work hard, play hard" environment and are eager for guidance, training, and hands-on experience, we welcome you to THRIVE!!
Position Overview
This first-contact remote technical support role focuses on network, server, and end-user systems. As the primary point of interaction for clients, you’ll:
- Accurately create and update support tickets.
- Coordinate communication with engineering teams when unresolved issues require escalation.
You’ll liaise with end-users across diverse computing environments, explaining technical issues in clear, accessible terms—whether to technical or non-technical audiences.
Thrive seeks tech-savvy individuals with: ✔ Strong technical aptitude ✔ Excellent communication (verbal and written) ✔ A growth mindset eager to advance their IT expertise. Candidates must deliver world-class customer service with precision and empathy.
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Responsibilities
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First-line support & triage:
- Communicate with clients via phone, email, and chat—with timely, professional, and empathetic updates throughout resolution.
- Conduct initial troubleshooting for single-user and system-wide incidents, documenting steps in Thrive’s tools.
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Technical problem-solving:
- Perform rapid root-cause analysis for workstation-level issues, applying systematic troubleshooting.
- Ask clarifying questions to fully grasp client needs, escalating complex cases appropriately.
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Case & workflow management:
- Prioritise, route, and code incidents/requests daily, adhering to Thrive best practices.
- Set and manage client expectations, balancing speed and service excellence.
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Knowledge growth & integration:
- Develop deep familiarity with Thrive’s product offerings and their role in client environments for efficient solutions.
- Navigate diverse configurations on workstations, servers, and networks to identify quick fixes.
Requirements
Essential
- 2–3 years of IT support experience in help desk or service desk environments; MSP experience preferred.
- Hands-on experience with:
- Ticketing systems (e.g., ServiceNow).
- Remote support tools (e.g., Kaseya, Ninja).
- RMM platforms.
- Proficiency in:
- Windows 10/11, macOS fundamentals.
- Microsoft 365 (Outlook, Teams, OneDrive).
- Common LOB apps (e.g., Office/Outlook configurations).
- Active Directory/Entra, mobile device management, hardware/peripherals.
- Basic networking (TCP/IP, DNS, DHCP).
- Exceptional customer service focus—bridging gaps between technical and non-technical users.
- Strong written communication, documentation, and time management.
- Ability to collaborate independently in a team environment.
- Willingness to work after hours or handle on-call rotations.
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Preferred
- Physical flexibility to visit nearby client sites (not mandatory but useful).
Preferred Certifications
- CompTIA A+
- CompTIA Network+
- Microsoft 365 Fundamentals (MS-900)
- ITIL Foundation (v4)
The application submission details above are retained for reference but are not standalone instructions.
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