About Us

Simplicity IT is a client-focused Managed Service Provider (MSP) dedicated to delivering exceptional IT support and technology solutions. We take pride in providing a seamless IT experience, ensuring businesses can operate without disruption. Our team thrives on problem-solving, continuous learning, and taking ownership of IT challenges to ensure the best outcomes for our clients.

The Role

We’re looking for a Mid-Level Technical Support Engineer who is passionate about delivering high-quality technical support and resolving IT issues efficiently. In this role, you’ll be the first point of contact for customer support requests, handling inbound tech support phone calls and managing support tickets via HaloPSA. Your ability to research, troubleshoot, and resolve technical issues independently is key, along with maintaining detailed documentation of solutions.

Key Responsibilities
• Answer and troubleshoot inbound tech support calls, ensuring a high-quality customer experience.
• Diagnose, resolve, and document technical issues in HaloPSA, aiming for first-contact resolution whenever possible.
• Take ownership of support tickets from creation to resolution, escalating only when necessary.
• Research and troubleshoot IT issues independently, utilizing available resources to find solutions.
• Provide hands-on support for Windows Server infrastructure, Hyper-V environments, storage solutions, and networking.
• Perform system administration tasks, including patch management, user account management, and backup monitoring.
• Support and maintain client environments, ensuring stability, security, and optimal performance.
• Assist in the deployment and configuration of new IT infrastructure, including servers, networking equipment, and storage solutions.
• Ensure IT best practices and security policies are followed.
• Continuously improve documentation and knowledge base articles in HaloPSA to enhance team efficiency.
• Communicate technical issues clearly and effectively to both technical and non-technical users.

Required Skills & Experience
• Technical Experience:
• Strong knowledge of Windows Server infrastructure (Active Directory, Group Policy, DNS, DHCP, etc.).
• Experience with Hyper-V or similar virtualization technologies.
• Understanding of storage technologies (RAID, SAN, NAS).
• Solid networking knowledge (VLANs, firewalls, VPNs, routing, switching).
• Familiarity with cloud services (Microsoft 365, Azure) is a plus.
• Exceptional troubleshooting and problem-solving skills.
• Ability to research and resolve issues independently.
• Strong customer service mindset with a focus on first-contact resolution.
• Excellent verbal and written communication skills.
• Ability to document solutions and create knowledge base articles in HaloPSA.
• A proactive attitude with a sense of accountability and ownership.

Preferred Qualifications & Certifications (Not Mandatory but a Plus)
• Microsoft Certifications (MCP, MCSA, MS-900, AZ-900)
• CompTIA Network+ or Security+
• ITIL Foundation Certification
• Hyper-V or VMware Certifications

What We Offer
• Competitive salary based on experience.
• Opportunity to work in a dynamic and growing MSP.
• Ongoing professional development and training.
• Supportive team environment that values innovation and ownership.
• Work vehicle, mobile, laptop package option.
• Annual bonus based on performance.
• Exposure to a wide range of IT technologies and real-world troubleshooting scenarios.

If you’re a self-motivated problem-solver who thrives in a fast-paced IT environment and loves delivering top-tier customer support, we’d love to hear from you!