Tier 1 Helpdesk Engineer

Simpatico Systems, LLC; Braintree (MA); On-site; USD 60,000 - 90,000; Full time

Benefits offered by this job

Comprehensive benefits

Tuition reimbursement program

PTO rewards program

Employee resource groups

Job summary

Simpatico Systems, LLC is a growing IT services provider based in Massachusetts. We seek a Helpdesk professional to respond to alerts, calls, and chats, while escalating and documenting incidents for 200+ SMB and enterprise customers across multiple states.

You will work closely with Level 2 operations staff to shape the helpdesk of the future. The role emphasizes strong communication, multitasking, and troubleshooting in Windows and Linux environments, with ConnectWise ticketing and potential

Qualifications

• Previous experience in IT support or helpdesk.
• Clear and concise written and verbal communication.
• Ability to multitask in a high-pressure environment.
• Strong troubleshooting skills for network infrastructure.
• Understanding of Windows and Linux operating systems.
• Proficiency with Microsoft Office.

Responsibilities

• Respond to monitoring alerts, calls, emails and chats.
• Manage incident and problem tickets through lifecycle.
• Document procedures and ensure up-to-date currency.
• Assist in building a world-class Operations Model.
• Support 200+ SMB and enterprise customers across multiple states.

Skills

Clear communication

Multitasking

Troubleshooting

Network administration

Windows & Linux

Microsoft Office

Typing 50+ WPM

On-call rotation

Tools

ConnectWise (Ticketing)

ITIL (nice to have)

Job description

Simpatico Systems isa 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.

What you’ll do:

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 also be involved in providing service for 200+ SMB and enterprise customers across 7 states. This role includes:

• 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

What you have:

Required:

• 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.

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)

What you’ll get:

• 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

Inclusion: Employee Resource Groups, Commitment to diversity, Strategic partnerships