Thrive

• 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.

• Provide first-contact remote technical support for network, server, and end-user systems. • Accurately create and update support tickets and coordinate communication with engineers. • Interact regularly with end-users across diverse computing environments. • Communicate technical issues to both technical and non-technical audiences. • Deliver world-class support while developing a strong understanding of Thrive products and their integration into client environments. • Follow Thrive's established best practices for task management and set client expectations.

• Administer, monitor, and troubleshoot Linux systems (primarily Ubuntu) across physical and virtual environments. • Serve as a Tier 2 escalation point for infrastructure incidents; perform root cause analysis and implement remediation actions. • Manage and operate virtual machine workloads within HPE Morpheus Enterprise HVM and VMware ESXi, including VM provisioning, lifecycle management, and hypervisor-level troubleshooting. • Define and enforce standardized build documentation. • Develop and maintain Ansible playbooks for configuration management, OS patching, application deployment, and compliance enforcement. • Write and manage Terraform configurations for infrastructure provisioning and lifecycle management. • Enforce infrastructure-as-code best practices including version control and peer review. • Maintain and update NetBox as the authoritative source of truth for IP address management (IPAM), DCIM asset records, and network topology documentation. • Integrate Netbox with IaC tools for automation of routine physical equipment commissioning. • Participate in change management processes, ensuring all changes are documented, reviewed, and approved in alignment with Thrive's ITSM standards. • Perform routine system health checks, capacity reviews, and performance tuning for Linux servers. • Maintain and improve internal runbooks, technical documentation, and knowledge base articles. • Collaborate with networking, security, and cloud teams to resolve cross-functional infrastructure issues. • Participate in an on-call rotation to support critical infrastructure incidents outside of standard business hours. • Identify opportunities to improve operational efficiency through automation and standardization.

• Assist Thrive Squad's Marketing Department with daily digital marketing project in-take and coordination • Execute and report on client email, paid social media, non-paid social media calendars, and digital marketing campaigns • Focus on SEO, Google Ads, LinkedIn Marketing, Facebook Marketing and Real Estate Industry Marketing • Serve as a liaison during conference calls and scheduling • Improve processes for effectiveness and efficiency

• Research prospective customers and create outreach strategies • Conduct exploratory conversations with potential customers • Identify sales opportunities and position Thrive Squad's value proposition • Conduct high volume prospecting through calls, emails, and social media • Schedule discovery meetings for Management • Conduct needs qualification calls with prospects • Help real estate brokers/agents identify operations to leverage their time