Service Desk Engineer

Simply Business • Boston, MA

8d • Hybrid

About The Position

Simply Business is a digital insurance brokerage that uses technology, data, and insurance expertise to help small businesses find and purchase insurance. The Service Desk Engineer joins the IT Service Desk team to provide straightforward, reliable IT support across the company and help keep its technology running smoothly. The position supports a full Cloud/SaaS infrastructure environment, including ChromeOS, Windows, and macOS, and provides hands-on and remote support to employees in the UK and US. The role reports to the Global Service Desk Lead.

The position is permanent and offers a hybrid working model. The stated nationwide annual base salary range is $62,300 to $102,800, with actual pay determined by factors including role scope, location, skills, education, training, credentials, and experience. Employees are also eligible for performance-based cash incentive awards.

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 contribute to positive cultural and process changes.
• Familiarity with IT Service Management best practices, ticket management, and service request fulfillment.

Responsibilities

• Serve as the first point of contact for BizOps IT questions, queries, and incidents through official support channels, providing timely responses during core business hours.
• Provide hands-on and remote IT troubleshooting and support to employees in the UK and US.
• Log, categorize, acknowledge, and resolve incidents and service requests in accordance with incident management and request fulfillment processes.
• Manage Joiners, Movers, and Leavers, 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 in accordance with IT processes.
• Contribute to self-service initiatives, automation, and end-user empowerment across the business.

Benefits

• Medical, dental, vision, and prescription drug coverage through a group plan.
• Short-term disability, long-term disability, and life insurance coverage.
• Participation in the company bonus program.
• 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.
• Learning and development investment.
• Regular team outings and volunteer opportunities.
• Office space.
• Hybrid working model with flexibility in how employees work.

What This Job Offers

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