Tier 1 Helpdesk Engineer

Simpatico Systems is a group of engineers who align our goals with our customers organizational objectives, servicing IT, security, and audio-visual needs. We design systems that are simple, easy to use, effective, affordable, and results-driven. We take the time to discuss customer needs and customize solutions for each unique situation.

Most of all: We have a ton of fun solving our clients' technology problems!

As a company, Simpatico Systems was incorporated in 2013 from the merger of Ironfish Technologies and Business Audio Environments (BAE).  With a rich history of delivering a high level of service for more than 40 years, our employees are committed to driving success. As we continue to expand in new markets and accelerate growth we are looking for talented, innovative and driven people who believe they can help themselves, and our clients have a ton of fun solving technology problems.

Our Opportunity: The Simpatico Systems helpdesk provides both proactive and reactive support for customer environments, by responding to monitoring alerts, answering customer calls/emails/chats, and identifying trends to eliminate downtime. Simpatico is a fast growing company with over 400% growth in the last 4 years and continued expansion into new markets. We offer a defined success path with actionable training plans for promotions and salary increases.

What you’ll do: In this role, you will work closely with the Level 2 operations staff to understand the current environment and help engineer the helpdesk of the future. You will also be involved in providing service for 200+ SMB and enterprise customers across 7 states. This role includes:

Alert Console Monitoring and Escalation

ConnectWise Ticket Execution

Incident and Problem Ticket Lifecycle Management

Procedural Documentation Creation and Currency

Participate in building a world class Operations Model

What you have: Required:

Previous experience in similar IT field

Clear and concise communication – written & verbal

Ability to Multitask in a "High Pressure Environment"

Skilled in troubleshooting network infrastructure issues

Strong understanding of Network Administration

Understanding of Windows and Linux OS

Proficient with Microsoft Office

Ability to type 50+ WPM

Passion for improvement

Ability to work on-call after hours on a rotation with other team members (typically once every 18-20 weeks)

Nice To Have:

ITIL Experience

ConnectWise Manage and Automate Experience

Previous helpdesk experience

Experience with Large Enterprise Technology (HA replication technology, SAN solutions, Complex network management)

What you’ll get:

Comprehensive Compensation and Benefits package

Work/Life Balance: Company Sponsored Training and Testing, Tuition Reimbursement Program, PTO reward program

Inclusion: Employee Resource Groups, Commitment to diversity, Strategic partnerships

Not just a job, but a career, with an opportunity to do the best work of your life