workable
Systems Engineer
Thrive
Remote, USA
Full-time
Entry · 2+ years experience
Remote
Discovered 1 weeks ago
ServiceNowKaseyaNinjaWindows 10/11macOSMicrosoft 365
Free
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Role 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.
Key Skills for This Role
ServiceNowKaseyaNinjaWindows 10/11macOSMicrosoft 365
Full Job Posting
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.
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