Tier 2 Help Desk

About the role

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.

Responsibilities

• Alert Console Monitoring and Escalation
• On-site support
• Helpdesk Ticket Execution
• Incident and Problem Ticket Lifecycle Management
• Procedural Documentation Creation and Currency
• Participate in building a world class Operations Model

Requirements

• 2+ years 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
• Proven ability to troubleshoot complex technical issues
• Strong understanding of Windows and Linux OS
• Proficient with Microsoft Office
• Ability to type 50+ WPM
• Passion for improvement

Qualifications

• 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)

Skills

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

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

Pay

From $49,500-$59,400 DOE

Schedule

Monday to Friday

Work Location

Lubbock

Company's Website

https://www.simpaticosystems.com/

Company's Facebook Page

https://www.facebook.com/SimpaticoSystems/