Thrive

Systems Engineer

• Responsibility for remote client support with heavy interaction with end-users
• Analyze and document an unfamiliar client/server and network environment
• Perform rapid analysis of workstation/server level incidents
• Provide consulting to clients on certain applications and general computing processes
• Troubleshoot and resolve high-level workstation, server, and network incidents
• Monitor the service desk service board for escalated service tasks
• Communicate steps taken during troubleshooting and resolution

Product Designer

• Create comprehensive brand guidelines that dictate brand representation across various platforms
• Design product sheets, presentations, graphics, and promotional materials that align with the brand’s visual identity
• Develop graphics for websites, social media, and email campaigns to ensure a cohesive online presence
• Work closely with marketing team, product managers, and other stakeholders to maintain brand consistency across all channels
• Lead brainstorming sessions, ideate concepts and campaigns, create mockups, refine design details, and prepare assets efficiently
• Continuously communicate with various teams and partners to ensure alignment and work toward implementation
• Select photography, assets, and provide video input
• Organize and structure file systems
• Continuously evolve the brand over time

Lead Designer, Brand

Manager

• Lead a group of highly motivated Engineers
• You need to have a high-level understanding of OS and 3rd-party patching
• Create and present monthly/weekly reports and KPIs
• Work with Complex customer requirements to support their unique business needs and compliance with their Security needs
• Hold reviews with team members and weekly team meetings
• Provide weekly feedback on team performance and ways to improve
• Provide upgrade support and upgrade path
• Work with Management on how to better utilize the platforms
• Understand how each platform is used and the criticality of the service it provides
• Develop and update the Disaster Recovery plan for assigned Platforms
• Performance reporting through data analysis as it relates to the Platforms Owned by the Platform Services team
• Available to work outside of standard hours when necessary or as part of on-call rotation if applicable
• Other duties as required

Platform Services Manager – Patching

Security Engineer

• Drive vulnerability scanning activities using industry-standard tools.
• Assist with autonomous penetration testing initiatives.
• Analyze scanning outputs and make informed decisions on vulnerability severity and prioritization.
• Collaborate with internal support teams and clients to clearly articulate vulnerability remediation needs, tailoring explanations to both technical and non-technical stakeholders, including direct communication with customers.
• Distinguish between project-level remediation and issues covered by support offerings.
• Open and track assignment tickets to ensure timely resolution.
• Manage and configure security awareness training and phishing campaigns for our customers, proactively identifying areas for improvement and innovation to drive continuous program enhancement.
• Customize reports to align with client reporting needs and requirements.
• Creation and ongoing upkeep of materials documenting our security processes, procedures, and technologies, along with the generation of automated reports for relevant stakeholders.
• Stay informed about the latest security events and techniques to proactively address emerging threats.
• Contribute to the creation and updating of client security presentations.
• Other duties as required.

Security Engineer – Infosec Operations

Engineer

• Travel to client locations to perform comprehensive site assessments based on project requirements including: Identify any ancillary voice devices and associated analog line dependencies.
• Assess the network and infrastructure readiness of a location for VoIP and identify any telephony requirements of a location, any additional cabling needs, and overall recommendations.
• Implementation of IT projects related (but not limited to) the following: Implementation of Microsoft Teams Voice Porting of numbers between carriers Configuration of advanced telephony Ability to handle diverse telephony environments in a wide cross section of business clients
• Analyze and document an unfamiliar client environment while assessing the quickest path to completion of project goals
• Clearly and professionally communicate project plans, potential impacts and testing procedures to customers.
• Track and manage time effectively to accomplish multiple ongoing projects.

Voice Implementation Engineer

Technical Account Manager

• Dedicated liaison and technical program management expertise to empower enterprise clients
• Primary customer point of contact and tactical liaison
• Communication and coordination champion
• Priority initiative/roadmap progress tracking
• Intimate understanding of customers workflows, business process, policy, and procedures
• Engage with and understand how users interface with technology
• Provide Recurring Account Reviews
• Establish program milestones, drive alignment towards a common vision, and execute on business & strategic goals
• Coordinate communications for alignment, understanding, and resolution of issues and project constraints
• Define and communicate the program charter, roles, tasks, milestones, budgets, and success measures
• Ensure definition, alignment and focus on priority initiatives
• Create and modify business and technical documentation for planning and reporting purposes
• Discover and maintain functional knowledge of client’s business operations, goals, technical challenges, and critical infrastructure
• Participate in executive and senior leadership planning meetings
• Provide guidance and technology recommendations for planned business needs
• Assess business risk and potential opportunities within their IT environment and provide technical solutions

Enterprise Technical Account Manager

• Deploy network infrastructure and services for Thrive’s new and existing customers
• Utilize Fortinet and Palo Alto firewalls, Cisco, Meraki and Extreme switching, Meraki and Ruckus wireless
• Perform product evaluations, upgrade implementations, network expansion, monitoring and documentation
• Analyze and document unfamiliar network environments
• Coordinate equipment installation, service testing and problem resolution with relevant teams
• Deploy and activate network solutions and internet circuits and complete activities during maintenance windows
• Troubleshoot networking incidents and escalate to senior engineer when necessary
• Transition deployed services to support team with relevant documentation for long term maintenance
• Communicate project plans, potential impact and testing procedures directly with customers
• Follow established standards and contribute to process improvement
• Demonstrate time management to accomplish large projects

Network Deployment Engineer

Support Engineer

• Remote Tier 1 Engineer providing remote client support and infrequent onsite support
• Analyze and document unfamiliar client/server network environments and assess quickest path to resolution
• Perform rapid analysis of workstation level incidents and determine cause
• Monitor Remote Service Center (RSC) Service Board, prioritize tickets, and follow best practices for escalation to Tier 2 engineers
• Utilize software utilities, Thrive's Protect software, and vendor/application tools to resolve incidents
• Communicate troubleshooting steps and resolutions in clear non-technical language
• Resolve incidents/requests related to Mail/Application/Office 365, client/server connectivity, time-sensitive and VIP workstation incidents, file restores, remote access (Citrix and Terminal Services), password resets, networked printer issues
• Set client expectations and demonstrate appropriate urgency while resolving incidents

Technical Support Engineer, Bilingual Spanish Speaker

• Build and maintain a positive team culture focused on enriching the client experience
• Develop a deep understanding of the cloud-based services and products within the Thrive product catalog
• Monitor and assign service deployment tasks to analysts
• Assess and enhance the technical skills of engineers within the Cloud Deployment team through the development of engineering processes and standardizations
• Actively manage assigned engineering tasks with the goal of improving time required to activate service
• Effectively communicate with project managers and client technical and non-technical staff to explain deployment progress, statuses, requirements, etc.
• Serve as team manager with responsibilities including technical escalation, technical training, time sheet review, PTO approval, overtime hour submittal, expense review/approval/submittal

Service Deployment Manager

Platform Engineer

• Support internal staff and clients in utilizing systems to manage and support their environments
• Maintain the security of clients through the patching process
• Review cases and assign cases to the appropriate team member
• Create patching change control documents and manage the tasks
• Create documentation of processes when needed
• Onboarding new clients and follow up with the implementation team to ensure required information
• Work with team members to create and update documentation
• Review coming tasks and cases and assign them to the proper resources
• Keep up with education on new features to provide support and training to staff and clients
• Assist other team members with tasks as time permits
• Work outside of regular business hours on nights and weekends as needed

Platform Services Engineer

• Rapidly assess and triage escalated issues, aligning resources and communication to drive resolution with minimal business impact
• Facilitate collaboration across engineering, service delivery, and customer success teams to resolve complex incidents and prevent recurrence
• Monitor and analyze performance metrics, producing actionable insights that inform team development and process refinement
• Coach and mentor escalation specialists and incident responders, fostering a psychologically safe environment
• Serve as a strategic voice for the customer, ensuring feedback loops are closed and insights are integrated into service improvements
• Uphold and evolve escalation, incident, and problem management protocols, ensuring consistency, clarity, and compliance with SLAs
• Identify procedural gaps and lead initiatives to enhance service delivery, communication cadence, and incident response maturity
• Lead stakeholder briefings, document progress, and escalate with precision when needed
• Report directly to the Director of Centralized Services and model calm leadership under pressure

Manager, Escalation and Incident Response

• Manage a team of engineers focused on the implementation of Thrive projects and service offerings within the Microsoft 365 platform
• Serve as an administrative escalation point and task assigner working closely with Thrive’s Project Management Organization (PMO)
• Perform weekly 1-on-1 and team meetings with direct reports
• Develop processes and procedures to drive team efficiency, client satisfaction and positive end user experience
• Identify and sponsor opportunities to create fixed fee service offerings and refine project scopes attached to existing fixed fee offerings
• Serve as team manager with responsibilities including technical escalation, technical training, time sheet review, PTO/Overtime/Expense review and approval
• Assess and assign engineering tasks based on required technical expertise and client needs
• Assess and enhance the technical skills of engineers
• Effectively communicate with project managers and client technical and non-technical staff to inform on project progress, statuses, requirements
• Monitor and approve engineer time sheets

Manager, M365 Implementation

Customer Retention Specialist

• QIP Delivery: Facilitate account teams to identify a clear scope of actionable improvements and drive the delivery of all QIP tasks by the accountable owners to strict timescales. Lead senior Internal and Client stakeholders in QIP reviews to required outcome. Communicate QIP progress and success, sharing effective notes and actions.
• Client Engagement: Foster strong relationships with key clients, including regular check-ins, feedback collection, and addressing concerns promptly. Ensure clients feel valued, heard and gain confidence from your professional approach to help rectify their situation.
• Develop and Implement Retention Strategies: Create and execute comprehensive client retention strategies to increase customer satisfaction and reduce attrition rates. Generate risk response playbooks to advise account teams and utilize data-driven insights to identify areas of improvement and implement necessary changes.
• Data Analysis: Analyze client data and feedback from Clients on QIPs or considered At Risk to identify trends, pain points, and opportunities for improvement. Use this data to inform decision-making and strategy adjustments.
• Cross-functional Collaboration: Collaborate with Service Delivery, Sales, Product Development, Customer Success and other teams to align efforts towards enhancing client satisfaction and retention. Identify product or service enhancements based on client feedback.
• Churn Analysis: Monitor churn rates and identify reasons for client departures. Design and implement measures to help reduce churn.