[Remote] Systems Administrator (Monday to Friday, 11 AM to 8 PM EST Shift)

Note: The job is a remote job and is open to candidates in USA. Thrive is a rapidly growing technology solutions provider focusing on Cloud, Cyber Security, Networking, Disaster Recovery, and Managed Services. They are seeking a Systems Administrator to provide remote support across diverse environments, handle escalated incidents, and serve as an escalation point for engineers while maintaining clear client communication.

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
• Support and troubleshoot diverse computing environments across a wide range of business clients
• Perform rapid root-cause analysis of workstation-, server-, and network-level incidents, including complex and escalated issues
• Troubleshoot and resolve 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
• Communicate troubleshooting actions and resolutions clearly, using technical or non-technical language appropriate to the audience
• 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

Skills

• 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
• 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
• Availability to work after hours or participate in on-call rotations as required
• Excellent customer service skills
• CompTIA Network+ / A+
• Microsoft Certified: Azure Administrator (AZ-104) or Microsoft 365 Administrator (MS-102)
• ITIL v4 Foundation (modules)
• Willingness to visit nearby client sites when necessary, with the understanding that on-site visits may not always be required

Company Overview

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