Service Desk Engineer

Simply Business • Boston, MA

8d • $62,300 - $102,800 • Hybrid

About The Position

You’ll be part of Simply Business’s IT Service Desk team, delivering simple, intuitive, and hassle-free IT support across the company. You’ll help ensure team members have reliable systems and that technology runs seamlessly each day. The team supports a full Cloud/SaaS infrastructure environment, including ChromeOS, Windows, and macOS, and provides support to employees in the UK and US. This role reports directly to the Global Service Desk Lead.

Requirements

• Demonstrated experience in or a strong passion for first-line service desk or desktop support.
• Strong hands-on and face-to-face desktop support experience.
• A structured, logical approach to troubleshooting.
• Willingness to help elevate the BizOps IT team and actively contribute to positive cultural and process changes.
• Familiarity with IT Service Management (ITSM) best practices, ticket management, and service request fulfillment.

Responsibilities

• Act as the first point of contact for BizOps IT questions, queries, and incidents through official support channels, responding in a timely manner during core business hours.
• Provide hands-on and remote IT troubleshooting and support to employees across the UK and US.
• Log, categorize, acknowledge, and resolve incidents and service requests in line with incident management and request fulfillment processes.
• Manage Joiners, Movers, and Leavers (JML), including identity and access management for existing and departing staff.
• Support audio-visual meeting room equipment and escalate complex issues when necessary.
• Maintain stock levels through quarterly Business-As-Usual reviews, conduct regular housekeeping audits, and complete routine administrative duties according to established IT processes.
• Help drive self-service initiatives, automation, and end-user empowerment across the business.

Benefits

• Group medical, dental, vision, and prescription drug coverage.
• Short-term disability, long-term disability, and life insurance coverage.
• Participation in the company bonus program.
• Participation in a 401(k) plan with a 5% employer match.
• Commuter benefits for parking and public transit costs.
• 25 days of vacation, 10 sick days, and 10 company holidays.
• Investment in learning and development.
• Regular team outings and volunteer opportunities.
• Office space.
• Hybrid working model with flexibility.

What This Job Offers

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