Tier 1 Helpdesk Engineer

Simpatico Systems, LLC • Lubbock, TX

1d

About The Position

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. 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. 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.

Requirements

• 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
• Ability to work on-call after hours on a rotation with other team members (typically once every 18-20 weeks)

Nice To Haves

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

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
• Providing service for 200+ SMB and enterprise customers across 7 states.

Benefits

• Comprehensive Compensation and Benefits package
• Work/Life Balance
• Company Sponsored Training and Testing
• Tuition Reimbursement Program
• PTO reward program
• Employee Resource Groups
• Commitment to diversity
• Strategic partnerships

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed