Systems Administrator (Monday to Friday, 12 PM to 9 PM EST Shift)

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 secondary response and advanced troubleshooting of escalated customer issues, addressing single-user and system-impacting incidents while accurately documenting all actions in Thrive’s tools.
• Analyze and document unfamiliar client server, workstation, and network environments to determine the fastest and most effective path to incident resolution.
• Serve as a primary point of contact for escalated issues, troubleshooting high-level workstation, server, and network incidents independently, following Thrive’s standard operating procedures and best practices.
• Utilize appropriate software utilities and vendor- or application-specific tools to achieve timely resolution of customer incidents.
• Set and manage client expectations throughout the troubleshooting process, providing appropriate updates, next steps, and demonstrating the correct level of urgency.
• Provide guidance to clients on applications, Thrive best practices, and general infrastructure standards.
• Develop, document, and help implement client standards based on Thrive best practices; evaluate client environments and identify opportunities for improvement.
• Identify recurring issues and contribute to permanent resolutions through problem management and continuous improvement initiatives.
• Review client environments for security best practices, proactively identifying risks and participating in change management activities.
• Monitor and manage escalated service tasks, ensuring proper prioritization, documentation, and escalation.
• Provide escalated support, mentoring, and technical leadership to other engineers, collaborating with team leadership to improve service delivery.

Qualifications

• 3–5 years in IT support/operations, including MSP or multi-tenant experience.
• Deep experience with Windows Server, Active Directory, Azure AD/Entra, Exchange/M365 admin, Intune, and SharePoint.
• Certified in CompTIA Network+, A+, Microsoft Certified: Azure Administrator (AZ-104), or Microsoft 365 Administrator (MS-102).
• Competent in networking (Layer 2/3, VLANs, DHCP/DNS, NAT, site-to-site VPNs).
• Experience with endpoint security (EDR/AV), backup/DR, patch management.
• Proficient with PowerShell scripting and automation.
• Strong incident management, change control, and documentation.
• Excellent written and verbal communication, documentation, and time-management skills.
• Ability to work independently and collaboratively in a team environment.