Thrive

Managed IT services and cybersecurity provider

Systems Engineer - Strategic

IT Service Desk & End User SupportConfirmed live in the last 24 hours

Full-timeClark Freeport, Pampanga, PhilippinesNo salary listed

About the Job

Requirements

Requires 2–3 years of IT support experience in a help desk or service desk environment; managed service provider experience is preferred.
Requires experience with ticketing systems such as ServiceNow, remote support tools such as Kaseya or Ninja, and remote monitoring and management platforms.
Requires proficiency supporting Windows 10/11, macOS fundamentals, Microsoft 365 applications including Outlook, Teams, and OneDrive, and common line-of-business applications, including Office and Outlook configuration.
Requires working knowledge of Active Directory or Entra, mobile device configuration and troubleshooting, workstation hardware, printers, and peripherals.
Requires basic networking knowledge, including TCP/IP, DNS, and DHCP.
Requires the ability to communicate technical concepts clearly to non-technical users and provide strong customer service.
Requires written and verbal communication, documentation, and time-management skills.
Requires the ability to work independently and collaboratively in a team environment.
Requires availability to work after hours or participate in on-call rotations as needed.

Responsibilities

Communicate with customers by phone, email, and chat in a timely and professional manner, providing clear updates and case status throughout issue resolution.
Provide the first response and initial triage of customer issues, troubleshoot single-user and system-impacting incidents, and accurately document all actions in Thrive's tools.
Rapidly analyze workstation-level incidents, identify root causes, and apply appropriate troubleshooting methods.
Ask clarifying questions to understand client concerns and escalate issues to engineers when needed due to time, complexity, or skill level.
Prioritize, code, and route service incidents and requests daily.
Follow Thrive's established task-management practices.
Set and manage client expectations throughout troubleshooting, balancing prompt resolution with customer service.
Develop an understanding of Thrive products and their integration into client environments to support issue resolution.
Work with and document diverse client computing environments, including unfamiliar workstation, server, and network configurations, to determine the fastest path to resolution.

Desired Qualifications

Managed service provider experience is preferred.
Willingness to visit nearby client sites when necessary; on-site visits may not always be required.
Preferred certifications include CompTIA A+, CompTIA Network+, Microsoft 365 Fundamentals (MS-900), and ITIL Foundation (v4).

Systems Engineer

Thrive · Clark Global, Philippines (Hybrid) · Full-time · Posted 2026-11-05

Workplace: hybrid

Department: Strategic

Description

About us:

Thrive is a rapidly growing technology solutions provider focusing upon Cloud, Cyber Security, Networking, Disaster Recovery and Managed Services. Our corporate culture, engineering talent, customer-centric approach, and focus upon “next generation” services help us stand out amongst our peers. Thrive is on the look-out for individuals who don’t view their weekdays spent at “a job” but rather look to develop valuable skills that ignite their passion and lead to a CAREER. If you’re attracted to a “work hard, play hard” environment, seeking the guidance, training and experience necessary to build a lucrative career, then welcome to THRIVE!!

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.
Manage the daily prioritization, coding, and routing of service incidents and requests.
Follow Thrive's established best practices for task management
Set and manage client expectations throughout the troubleshooting process, maintaining a focus on both prompt resolution and world-class customer service.
Develop a strong understanding of Thrive products and their integration into client environments to ensure efficient and effective issue resolution.
Work with and document diverse client computing environments, including unfamiliar workstation, server, and network configurations, to determine the fastest path to resolution.

Requirements

2–3 years of IT support experience in a help desk or service desk environment; MSP experience preferred.
Experience with ticketing systems (e.g., ServiceNow), remote support tools (e.g., Kaseya, Ninja), and RMM platforms.
Proficiency supporting Windows 10/11, macOS fundamentals, Microsoft 365 (Outlook, Teams, OneDrive), and common line-of-business applications, including Office and Outlook configuration.
Working knowledge of Active Directory/Entra, mobile device configuration and troubleshooting, workstation hardware, printers, and peripherals.
Basic networking knowledge, including TCP/IP, DNS, and DHCP.
Strong customer service focus with the ability to clearly communicate technical concepts to non-technical users.
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.

Optional Qualifications:

Willingness to visit nearby client sites when necessary, with the understanding that on-site visits may not always be required.

Preferred Certifications:

CompTIA A+
CompTIA Network+
Microsoft 365 Fundamentals (MS-900)
ITIL Foundation (v4).

Apply

Apply at Thrive

About the Company

Thrive

Managed IT services and cybersecurity provider

Thrive provides outsourced IT infrastructure and managed services for cybersecurity, cloud solutions, and general IT support. It uses the NextGen platform built on ServiceNow to standardize and automate operations, guided by the Thrive5 Methodology (IT strategy, technology assessment, solution design, implementation, and ongoing managed services). Core offerings include cloud, cybersecurity (threat detection and response, vulnerability management, and managed firewall), disaster recovery, network management, collaboration tools, and compliance, supported by a 24/7 Security Operations Center. Thrive serves small and mid-market businesses up to large enterprises, focusing on compliance-driven industries like finance and healthcare, and grows through acquisitions to broaden its global footprint and capabilities, with the goal of being a trusted technology partner that reduces risk and supports digital transformation.

Company size: 501-1,000
Company stage: Not listed
Total funding: Not listed
Headquarters: Foxborough, MA
Founded: 2000

Recently Posted Jobs

Explore more opportunities at Thrive

See more jobs