IT Support Engineer

Job Summary

Providing first-contact remote technical support, the full-time Systems Engineer will manage customer communications, troubleshoot network and server issues, and maintain accurate support documentation while working Monday to Friday from 8 AM to 5 PM PST.

Key responsibilities

• Communicate with customers via phone, email, and chat, providing timely updates and maintaining professionalism throughout the resolution process
• Perform initial triage of customer issues, documenting actions and escalating complex problems to engineers as necessary
• Develop a strong understanding of Thrive products to ensure efficient issue resolution across diverse client computing environments

Required qualifications

• 2-3 years of IT support experience in a help desk or service desk environment; MSP experience preferred
• Experience with ticketing systems and remote support tools
• Proficiency in supporting Windows 10/11, macOS, and Microsoft 365 applications
• Working knowledge of Active Directory/Entra and basic networking concepts
• Strong customer service focus with the ability to communicate technical concepts to non-technical users