Senior Salesforce Technical Architect
Yudrio, Inc.Lead secure Service Cloud and Experience Cloud architecture for Yudrio’s federal Salesforce implementation. Guide integrations, platform governance, releases, and Agile delivery.
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Thrive is a B2B technology services company specializing in managed IT, cloud, and cybersecurity for mid-market and enterprise organizations. Its security practice spans managed detection and response, endpoint and network protection, vulnerability management, penetration testing, firewalls, incident response, email and DNS security, and Microsoft 365 and Azure security. Thrive also supports cloud operations, disaster recovery, colocation, managed networks, ServiceNow-based IT service management, executive technology advisory, and compliance programs. The company works with clients in sectors including financial services, healthcare, government, education, life sciences, and professional services, combining consulting with ongoing managed services.
Remote Systems Engineer in the United States
Provide first-contact remote support for Thrive clients across cloud, cybersecurity, networking, and managed services. Triage and resolve user, server, workstation, and network incidents while documenting work and coordinating escalations.
Description
- Serve as a clear point of contact for customers by phone, email, and chat, sharing progress and case updates
- Deliver the initial response and triage for incoming customer issues
- Investigate user-specific and system-wide incidents, recording all work accurately in Thrive’s service tools
- Diagnose workstation incidents, determine likely root causes, and use appropriate troubleshooting practices
- Clarify client concerns, gather relevant details, and escalate cases to engineers when needed
- Prioritize, classify, and route daily service incidents and requests
- Apply Thrive’s established practices for managing service tasks
- Set realistic expectations and keep clients informed during troubleshooting
- Build working knowledge of Thrive’s products and how they operate within client environments
- Document and support varied client environments, including workstation, server, and network configurations
- Provide first-contact remote technical assistance for network, server, and end-user systems
- Keep communication coordinated with engineers when additional support is available
Requirements
- Two to three years of IT support experience in a help desk or service desk setting; managed service provider experience is preferred
- Hands-on experience with ticketing platforms such as ServiceNow, remote support tools such as Kaseya or Ninja, and remote monitoring and management systems
- Ability to support Windows 10/11, macOS fundamentals, Microsoft 365 applications including Outlook, Teams, and OneDrive, and common business software, including Office and Outlook configuration
- Working knowledge of Active Directory or Entra, mobile device setup and troubleshooting, workstation hardware, printers, and peripheral devices
- Foundational understanding of TCP/IP, DNS, and DHCP networking
- Customer-focused approach with the ability to explain technical issues clearly to non-technical users
- Strong written and verbal communication, documentation, and time-management abilities
- Capacity to work effectively both independently and as part of a team
- Availability for after-hours work or on-call rotations when required
- Willingness to travel to nearby client locations when necessary, although on-site visits may not always be needed
- Preferred credentials include CompTIA A+, CompTIA Network+, Microsoft 365 Fundamentals (MS-900), and ITIL Foundation (v4)
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