Tier 1 Helpdesk Engineer

Overview

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.

• 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 be involved in providing service for 200+ SMB and enterprise customers across 7 states.
• 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. During your on-call period, you will serve 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 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