Thrive

Role Description Our Consulting Practice is seeking a Consulting Systems Engineer to join our Cyber Consulting team. In this dynamic role, you will work with our Consultants, Manager, and VP and collaborate with corporate and private equity clients, working on cybersecurity and technology operations assessments to document the current state, identify risks, and develop strategic long-term road maps. - Collaborate with team members to configure and deploy Thrive’s autonomous penetration testing solution, vulnerability scanner, and network discovery tools. - Provide expert briefings to customers on key findings and remediation strategies. - Participate on teams serving clients across industries while establishing trusted relationships with client counterparts. - Facilitate due diligence processes focused on identifying cybersecurity, operational and technology strategy, organizational structures, and current state risks. - Facilitate the process of developing strategic, prioritized recommendations based on customer collaboration during consulting engagements. - Collaborate in scoping future engagements and proposals based on findings and customer priorities. - Collaborate in developing comprehensive documentation for clients reflecting current state and long-term strategy. - Collaborate in assessing client cybersecurity and technology investment strategies against recognized standards and industry benchmarks, identify gaps and improvement opportunities. - Work with supervisor in identifying opportunities to recommend appropriate Thrive products and services aligned to client strategy, priorities, and requirements. - Develop executive-ready client presentations that capture current state, key findings, and long-term strategy recommendations. Qualifications - Bachelor’s degree or equivalent accreditation in a related discipline (e.g. Operations Management, Management Information Systems, Information Technology). - Minimum of five (5) years’ experience in cybersecurity or IT. - Existing CISSP or CISM certification or willingness to rapidly achieve certification is preferred. - Knowledge of industry-standard cyber security frameworks, including the CIS controls. - Ability to present to both technical and non-technical audiences at levels up to management. - Administrative-level knowledge in the following areas: - VMware and Hyper-V virtualization platforms. - Windows, UNIX, Linux OS. - Microsoft 365. - Entra ID IAM. - Azure, AWS and/or Google public clouds. - Network Infrastructure. - Operational and technology experience in MSP, MSSP, software/hi-tech, healthcare, and/or manufacturing & distribution organizations. - Ability to assist in creating customer-facing documents and presentations. - Candidates must be eligible to work permanently in the US. - Ability to travel as required. Requirements - Thrive is committed to providing fair and equitable compensation practices for all employees. - Strive to provide competitive salaries that reflect the value and skills each team member brings to our organization. - Salaries are determined according to the job's scope, market data, location, and the candidate’s qualifications, including experience and relevant education. - All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status or any other legally protected status.

Role Description 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. - 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. Qualifications - 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) Benefits Thrive is committed to providing fair and equitable compensation practices for all employees and strive to provide competitive salaries that reflect the value and skills each team member brings to our organization. Salaries are determined according to the job's scope, market data, location, and the candidate’s qualifications, including experience and relevant education. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status or any other legally protected status.

Role Description The Technical Consultant provides technical guidance supporting Thrive’s Account Management Team in driving new revenue opportunities within our existing client base. As a key member of the Client Solution Architecture (SA) team, the Thrive Technical Consultant will: - Participate with the Thrive Account Management team in technical discussions and meetings with existing Thrive clients, acting as the Technical and Trusted Advisor to identify clients’ business and technical needs and propose solutions with the appropriate Thrive products and services. - Provide technical guidance related to Private, Public, and Hybrid Cloud, Cyber Security, Disaster Recovery, Networking, and IT Management to the Thrive Account Management team and to our clients. - Create technical documentation, diagrams, client-facing technical presentations, Statements of Work, and technical responses for RFP/RFI’s. - Work directly with the Client Solutions Architecture team to develop and provide on-demand annual Technical Business Reviews, assessing a client’s current and recommended future states. - Stay up to date on emerging technologies and products, including attaining certifications and participation in vendor/industry training events as appropriate. - Interface with internal teams, providing input to constantly improve our products and services that add value for our clients. - Participate in ongoing product and technology training with the Thrive Account Management team. Qualifications - Bachelor's Degree in Information Technology, Computer Science or related field, or equivalent experience. - Prior experience working for a Managed Service Provider in a Technical Consultant or comparable client-facing technical role. Previous experience in an IT Operations role is desirable. - Technical knowledge of Microsoft / Office 365, Microsoft Azure, Cyber Security platforms and technologies, server virtualization, storage, LAN and WAN networking, data backup and replication technologies. - Technical and/or Security Certifications (CCNA, CISM, CISSP, MCSE, VTSP, etc.) a plus. - Ability to present complex technical topics to both technical and business audiences. - Outstanding demonstrated verbal and written communication. - Excellent interpersonal and client relationship skills. - Ability to work independently and as part of a team. Requirements - Thrive is committed to providing fair and equitable compensation practices for all employees and strives to provide competitive salaries that reflect the value and skills each team member brings to our organization. - Salaries are determined according to the job's scope, market data, location, and the candidate’s qualifications, including experience and relevant education. - All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status or any other legally protected status.

Role Description The Sales Support and Quoting Analyst at Thrive plays a critical role in managing and executing proposals of Managed Services agreements, One-Time Projects, and Product purchases for both existing and prospective clients, while actively supporting continual Thrive’s growth through acquisitions. In addition to ensuring timely, accurate proposals, this role is responsible for aligning acquired clients’ legacy contracts, pricing models, and service offerings to Thrive’s standardized Managed Services portfolio. The Sales Support and Quoting Analyst partners closely with numerous teams, including Account Management, Client Business Executives, Solutions Architects, M&A Integration, and Client Success Managers (CSMs) to ensure contract consistency, revenue predictability, and seamless client experience. - Partner closely with Solutions Architecture and Sales (CBE and AM) teams to validate client needs and determine the most appropriate proposal approach. - Build targeted Salesforce CRM dashboards and reports that provide actionable insights into performance metrics and efficiency gains. - Review and evaluate clients' existing contracts, pricing models, and service entitlements. - Validate contract details, including service scope, user/device counts, pricing, term lengths, and billing requirements. - Prepare, review, and issue proposals aligned with Thrive's recommended service offerings, pricing, and standards. - Collaborate with Sales and Solution Architects to identify upsell, cross-sell, and modernization opportunities during service alignment efforts. - Support clean, complete handoffs to Project Delivery teams to ensure smooth execution. - Maintain accurate renewal and contract data in the CRM to ensure forecasting and pipeline integrity. Qualifications - Bachelor's Degree or equivalent experience. - Exceptional attention to detail, organization, and communication skills. - Strong organizational skills with the ability to manage multiple tasks simultaneously. - Analytical mindset with the ability to interpret data and make data-driven decisions. Requirements - Understanding of MSP service models, recurring revenue structures, and service-based pricing. - Experience in creating service orders, sales operations, contract management, or revenue operations within a Managed Services Provider, IT services, or SaaS organization. - Experience supporting contract transitions or standardization initiatives, preferably in a high-growth or acquisition-driven environment. - Experience and exposure to CPQ and CRM tools – ServiceNow, Salesforce, ConnectWise, DealHub, etc. - Proficiency with CRM and contract management systems.

• Rapid response and initial triage of events generated from one of Thrive's monitoring platforms • Performance reporting through analysis of data as it relates to the device/event generated to identify trends that could lead to possible problems • Assessment of event impact related to business criticality • Clear communication to all necessary internal and external parties throughout event triage, ensuring updates are being provided regularly • Continually follow best practices through the entire technical support process • Escalation to event management engineer post triage for continued troubleshooting and resolution • Ability to adjust priorities and balance responsibilities in a fast-paced environment • Client support and communication inbound and outbound via phone, email, chat, and other approved Thrive communication methods • Available to work outside of standard hours when necessary or as part of on-call rotation if applicable

• Responsible for managing the day-to-day operations and support of our core ERP, currently ServiceNow, and related software (the “digital platform”). • Collaborate closely with peers, senior management, and other business stakeholders to help identify, assess, implement, operationalize, and support digital platform capabilities in support of strategic objectives and operational requirements. • Manage a global technical team tasked with configuring and supporting the digital platform. • Provide leadership, guidance, and mentorship to ServiceNow resources, ensuring efficient task completion and adherence to best practices. • Ensure the health and security of ServiceNow through timely patching and upgrades, QA, change management, and continuous improvement of practices and procedures. • Lead initiatives to enhance platform functionality, streamline processes, and promote operational efficiency. • Manage the development of a support playbook with repeatable processes. • Performance reporting through proactive reviews validating process adherence as well as identification of areas for improvement.

• 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.

• Provide remote support across diverse, multi-tenant environments, handling escalated incidents and complex service requests. • Perform secondary response and advanced troubleshooting of escalated customer issues. • Analyze and document unfamiliar client server, workstation, and network environments. • Support and troubleshoot diverse computing environments across a wide range of business clients. • Troubleshoot and resolve high-level workstation, server, and network incidents independently. • Utilize appropriate software utilities and vendor- or application-specific tools to achieve timely resolution. • Set and manage client expectations throughout the troubleshooting process. • Develop, document, and help implement client standards based on Thrive best practices.

• Provide remote support across diverse computing environments • Handle escalated incidents and complex service requests • Maintain clear client communication throughout the resolution process • Perform rapid root-cause analysis of incidents • Troubleshoot and resolve high-level workstation, server, and network incidents independently • Utilize software utilities for timely resolution of customer incidents • Document all actions in Thrive’s tools • Support and guide clients on applications, best practices, and infrastructure standards

• Transition clients onto Thrive managed services • Investigate customer project needs by working with account managers to understand project success criteria and technical requirements • Lead projects by assigning tasks to Engineers and communicating statuses to customers through status update emails and meetings • Ownership of the entire project life cycle • Work with the Account team to properly understand client account balance and invoicing needs • Effectively communicate with client technical and non-technical staff by creating digestible project plans that organize tasks into appropriate phases • Completing Project Coordinator tasks when needed • Collaborate with customers and initialize the service order • Convert orders to projects/tasks/change requests for quick execution • Send and receive requests for information (User Roster, Equipment/Application Inventory, Credentials) • Transition new clients to the Project Delivery team (Project Managers and Deployment Engineers) • Work with an Onboarding Consultant to research and confirm the project scope and service inclusions