Thrive

• 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

• Provide remote support across diverse, multi-tenant environments • Handling escalated incidents and complex service requests. • Advanced troubleshooting and implementing changes • Coordinate with other teams and serve as an escalation point • Maintain clear client communication • Analyze and document unfamiliar client server, workstation, and network environments • Support and troubleshoot diverse computing environments • Perform rapid root-cause analysis of workstation-, server-, and network-level incidents • Troubleshoot and resolve high-level incidents independently • Utilize appropriate software utilities for resolution • Set and manage client expectations throughout the process • Guide clients on applications and best practices • Develop, document, and help implement client standards

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

• Utilizes SIEM/XDR/EDR tools (AlienVault USMA/LevelBlue, LogRhythm, Microsoft Sentinel, Splunk CrowdStrike, etc.) to monitor alerts and security events of client networks and systems. • Identifies, analyzes, and responds to security incidents as they occur. • Collaborates and leverages their cybersecurity knowledge working alongside a team of skilled analysts to address potential threats within a 24x7 SOC. • Crafts escalations to clients for potential threats that include value-added and root cause analysis with recommendations for remediation. • Continually improves cybersecurity and information security expertise. • Performs other related duties as assigned.

• Drive continuous improvement of Project Delivery through data analysis, strategic initiative business cases, and cross-functional leadership • Monitor and influence company Big Rocks, Objectives, and Key Results to achieve Thrive Goals • Serve as an internal and external escalation point to ensure projects are delivered in a manner that exceeds client expectations • Facilitate standardization of project delivery design to communicate effectively, mitigate risk, and meet customer timeframes • Develop Project Delivery Directors and Managers by communicating Thrive standards, training on new and existing processes, and leading by example

• Investigate customer project needs by working with sales, account managers, and consultants to understand project success criteria and technical requirements • Perform project plan design to meet the critical path and customer timeframes; employ project charters, RAID Logs, and business requirement documents • Lead the project by assigning tasks to Engineers and communicating statuses to customers through status update meetings • Keep project resources on task, maintain project plan data, drive projects to completion, and activate Monthly Recurring Revenue • Effectively communicate with client technical and non-technical staff by creating digestible project plans that organize tasks into appropriate phases • Lead meetings, migrations, enrollments, moves, surveys, and cutovers at client sites where appropriate • Quickly respond to client inquiries and needs by being highly available