Tier 1 Helpdesk Engineer

Our Opportunity:
The Simpatico Systems helpdesk provides both proactive and reactive support for customer environments by responding to monitoring alerts, answering customer calls, emails and chats, and identifying trends to eliminate downtime. We support 200+ SMB and enterprise customers across 7 states and offer a defined success path with actionable training plans for promotions and salary increases.

• Alert Console Monitoring and Escalation
• Connect Wise Ticket Execution
• Incident and Problem Ticket Lifecycle Management
• Procedural Documentation Creation and Currency
• Participate in building a world class Operations Model

• 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
• Participate in On-Call Rotation:
  This position includes a recurring on-call schedule every 18 weeks, serving as secondary on-call for the first week and primary on-call for the second week. On-call responsibilities include responding to critical alerts and high-priority customer issues outside of standard business hours. You will receive $150 compensation for each on-call week, totaling $300 per rotation.

• ITIL Experience
• Connect Wise Manage and Automate Experience
• Previous helpdesk experience
• Experience with Large Enterprise Technology (HA replication technology, SAN solutions, complex network management)

• Comprehensive compensation and benefits package
• Work/life balance: company-sponsored training & 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