Infrastructure Engineer I

Symetra; United States; Hybrid; Full time

Job summary

Symetra is seeking an Infrastructure Engineer I who will manage support tickets, perform root cause analysis, and provide 2nd level support for technical issues. The ideal candidate will have experience in a PC network environment and relevant technical certifications. This role offers flexible work options and a comprehensive benefits package, making it a great opportunity for tech professionals looking to advance their careers while contributing to an inclusive environment.

Benefits

Flexible full-time or hybrid telecommuting arrangements

401(k) with company matching

Paid time off including vacation and holidays

Community involvement opportunities

Qualifications

• Experience collaborating across technical teams.
• 2+ years in a PC network environment.
• Understanding of PC networks and LAN/WAN infrastructure.

Responsibilities

• Take ownership of support tickets from initiation to resolution.
• Perform root cause analysis for technical issues.
• Monitor ServiceNow incident queues and ensure SLAs.

Skills

Problem-solving

Analytical skills

Customer service

Education

Two- or four-year degree or equivalent technical training

Tools

A+

Network+

MCP

MCSA

MCSE

Job description

We have an exciting new opportunity to join Symetra as aInfrastructure Engineer I.

About the role

As the Infrastructure Engineer I you will solve simple business needs with guidance and supervision.

What you will do

• Take full lifecycle ownership of support tickets from initiation to resolution, regardless of origin, coordinating with other teams as needed and escalating blockers appropriately.
• Perform root cause analysis to resolve the entire scope of technical issues, assessing whether a broader organizational impact exists and addressing it when applicable.
• Monitor and triage ServiceNow incident and service request queues, responding within defined SLAs to ensure high-quality support.
• Proactively analyze ticket trends, system monitoring tools, and employee feedback to identify and remediate issues before they impact the broader user base.
• Maintain and support hardware and software environments, including PCs, laptops, printers, peripherals, and enterprise applications, both onsite and remote.
• Provide 2nd level support and serve as an escalation point for complex technical issues, while maintaining accountability for ticket resolution.
• Support imaging, configuration, installation, and repair of networked devices, including VPN access and Cisco VPN Client support.
• Contribute to and maintain a robust, searchable internal and external Knowledge Base to ensure consistent and scalable solutions.
• Perform asset lifecycle management activities to ensure accurate and current inventory tracking of all IT hardware.

What we offer you

We don’t take a “one-size-fits-all” approach when it comes to our employees. Our programs are crafted to make your life better both at work and at home.

• Flexible full-time or hybrid telecommuting arrangements
• Plan for your future with our 401(k) plan and take advantage of immediate vesting and company matching up to 6%
• Paid time away including vacation and sick time, flex days and ten paid holidays
• Give back to your community and double your impact through our company matching
• Want more details? Check out our Symetra Benefits Overview

Compensation

Salary Range: $42.38 - $70.68/hr plus eligibility for annual bonus program.

Your experience and skills

• Demonstrated experience collaborating across technical teams to drive solutions forward.
• Proven ability to provide excellent customer service, communicate clearly, and manage escalations professionally.
• Two- or four-year degree or equivalent technical training.
• 2+ years of experience supporting a PC network environment.
• Strong understanding of PC networks and LAN/WAN infrastructure.
• Relevant certifications preferred: A+, Network+, MCP, MCSA, or MCSE.
• Excellent problem-solving and analytical skills, with a focus on holistic resolution and continuous improvement.
• Strong documentation and knowledge-sharing mindset.
• Ability to lift up to 30 lbs.

We empower inclusion

At Symetra, we aspire to be the most inclusive insurance company in the country. We’re building a place where every employee feels valued, respected, and has opportunities to contribute. Inclusion is about recognizing our assumptions, considering multiple perspectives, and removing barriers.

We accept and celebrate diverse experiences, identities, and perspectives, because lifting each other up fuels thought and builds a stronger, more innovative company. We invite you to learn more about our effortshere.

Creating a world where more people have access to financial freedom

Symetra is a national financial services company dedicated to helping people achieve their financial goals and feel confident about the future. In our daily work, we’re guided by the principles of Value, Transparency and Sustainability. This means we provide products and services people need at a competitive price, we communicate clearly and openly so people understand what they’re buying, and we design products—and operate our company—to stand the test of time. We’re committed to showing up for our communities, lifting up our employees, and standing up for diversity, equity and inclusion (DEI). Join our team and help us create a world where more people have access to financial freedom.

Work Authorization

Employer work visa sponsorship and support are not provided for this role. Applicants must be currently authorized to work in the United States at hire and must maintain authorization to work in the United States throughout their employment with our company.

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