Tier 1 Helpdesk Engineer

About the role

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.

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. 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.

Responsibilities

• 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

Requirements

• Previous experience in a 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

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.

Skills

• ITIL Experience (nice to have)
• ConnectWise Manage and Automate Experience (nice to have)
• Previous helpdesk experience (nice to have)
• Experience with Large Enterprise Technology (HA replication technology, SAN solutions, Complex network management) (nice to have)

Benefits

• 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.