Tier 1 Helpdesk Engineer: Proactive IT Support & On-Call

Simpatico Systems; Braintree (MA); On-site; USD 42,000 - 65,000; Full time

Benefits offered by this job

Compensation package

Tuition reimbursement

Diversity & inclusion

Career growth

Job summary

Simpatico Systems is seeking a capable Helpdesk professional to support 200+ SMB and enterprise customers across 7 states. You will monitor alerts, respond to calls and emails, and drive ticket lifecycle management with ConnectWise.

The role emphasizes strong communication, multitasking in a high-pressure environment, and ongoing process improvement. A robust benefits package and career growth opportunities are provided.

Qualifications

• 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: $150 per on-call week; $300 per rotation.

Responsibilities

• Monitor alerts and respond to incidents across 200+ SMB and enterprise customers in 7 states.
• Execute ConnectWise tickets and manage incident lifecycle.
• Create and maintain procedural documentation and currency.
• Assist in building a world-class Operations Model.

Skills

Helpdesk support

Network troubleshooting

Windows administration

Linux administration

On-call support

Communication

Microsoft Office

Tools

ConnectWise Manage

ConnectWise Automate

Ticketing systems

Job description

Simpatico Systems is seeking a capable Helpdesk professional to support 200+ SMB and enterprise customers across 7 states. You will monitor alerts, respond to calls and emails, and drive ticket lifecycle management with ConnectWise.

The role emphasizes strong communication, multitasking in a high-pressure environment, and ongoing process improvement. A robust benefits package and career growth opportunities are provided.