[Remote] Systems Administrator (Monday to Friday, 12 PM to 9 PM EST Shift)
Note: The job is a remote job and is open to candidates in USA. Abacode, a Thrive company, is a rapidly growing technology solutions provider focusing on Cloud, Cyber Security, Networking, and Managed Services. They are seeking a Systems Administrator to provide remote support across diverse environments, handling escalated incidents and complex service requests while maintaining clear communication with clients.
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