IT Engineer I

About SimpliSafe

Were a high-tech home security company thats passionate about protecting the life youve built and our mission of keeping Every Home Secure. And weve created a culture here that cares just as deeply about the career youre building. Ours is a no-ego culture of collaboration and innovation where those seeking their next challenge can find big opportunities and make a huge impact on the lives of all those who we protect. We dont just want you to work here. We want you to grow and thrive here.

Why are we hiring

Well were growing and thriving. So we need smart talented and humble people who share our values to join us as we disrupt the home security space and relentlessly pursue our mission of keeping Every Home Secure.

What Youll Do

At SimpliSafe our corporate IT Team does more than fix laptopswe empower every team member to do their best work. As part of the Information Technology and Global Supply (CIOGS) organization led by our Chief Information and Global Supply Officer we make sure SimpliSafers feel supported connected and confident in their technology.

Were looking for an IT Engineer I to join our IT User Solutions Team (UST) in Richmond Virginia. In this role youll report to our IT Senior Manager and:

• Be the first point of contact for technical issues with a special focus on supporting the in-person offices in Richmond.
• Team up with the UST other IT groups and cross-functional departments so colleagues have the tools and support they need every day.
• Offer hands-on help in the Richmond offices resolve hardware and software hiccups and create a smooth reliable user experience.

SimpliSafe UST team members work specific shifts to ensure we meet our coverage obligations. This job post is for the: Wed-Sun 3:00PM - 12:00AM (one hour lunch) shift

Youll spend most of your time on-site at our two Richmond locations where your presence will make a direct impact. We do offer occasional flexibility for remote work when business demands allow but being there in person is key to ensuring seamless support for our teams.

Primary responsibilities include:

• Serving as a primary IT support resource for the Richmond offices while also providing timely remote assistance to end users in Boston and the UK.
• Delivering white glove customer service by triaging IT tickets troubleshooting issues and promptly resolving technical challenges for employees and contractors.
• Collaborating with key stakeholders and teams (including Infrastructure and InfoSec) to streamline technical processes and maintain a secure reliable environment.
• Handling a wide range of hands-on tasks from cable management to hardware setup ensuring employees have the tools and support they need to succeed.

What Youll Bring

• 12 years of IT experience and a strong desire to learn and grow in a dynamic environment.
• Ability to onboard and train M-F for the first 4 weeks of employment before moving to your new shift.
• Solid Mac and Windows skills with the ability to approach common issues in multiple ways.
• Familiarity with SaaS administration (e.g. Google Workspace) and comfort navigating Chrome enterprise environments.
• Excellent analytical and troubleshooting abilities with strong written and verbal communication.
• Adaptability to handle changing priorities re-triage tasks and respond effectively to new requests.
• A collaborative approachable attitude whether fixing a simple issue or diving into a complex challenge.
• Willingness to pitch in with everything from running cables to contributing to larger-scale technical projects.
• Eagerness to learn different technologies and continuously expand your skill set.
• Ability to work primarily on-site in our Richmond Virginia offices with occasional flexibility for remote work when business needs allow.

Preferred Qualifications

• Experience with macOS and Windows endpoint management including MDM tools like Jamf Intune and JumpCloud.
• Familiarity with workforce identity tools such as Okta and Lumos.
• Proficient with Google Workspace and Microsoft 365 administration.
• Experience with collaboration tools like Zoom Google Meet and Slack.
• Knowledge of Jira Service Desk and Jira for IT service management and project tracking.
• Experience with Confluence for knowledge management and documentation.
• Experience with SaaS tool management and optimization.
• Familiarity with call center technology stacks including phone systems CRM software and agent support tools.
• Bonus points: In-depth experience with live event production or collaboration tooling.

What Values Youll Share

• Customer Obsessed - Building deep empathy for our customers putting them at the core of our work and developing strong long-term relationships with them.
• Aim High - Always challenging ourselves and others to raise the bar.
• No Ego - Maintaining a no job too small attitude and an open inclusive and humble style.
• One Team - Taking a highly collaborative approach to achieving success.
• Lift As We Climb - Investing in developing others and helping others around us succeed.
• Lean & Nimble - Working with agility and efficiency to experiment in an often ambiguous environment.

What We Offer

• A mission- and values-driven culture and a safe inclusive environment where you can build grow and thrive
• A comprehensive total rewards package that supports your wellness and provides security for SimpliSafers and their families (For more information on our total rewards please click here)
• Free SimpliSafe system and professional monitoring for your home.
• Employee Resource Groups (ERGs) that bring people together give opportunities to network mentor and develop and advocate for change.

The target annual base pay range for this role is $58500 to $85800.

This target annual base pay range represents our good-faith estimate of what we expect to pay for this role. We use a market-based compensation approach to set our target annual base pay ranges and make adjustments annually. We carefully tailor individual compensation packages including base pay taking into consideration employees job-related skills experience qualifications work location and other relevant business factors.

Beyond base pay we offer a Total Rewards package that may include participation in our annual bonus program equity and other forms of compensation in addition to a full range of medical retirement and lifestyle benefits. More details can be found here.

Were committed to fair and equitable pay practices as well as pay transparency. We regularly review our programs to ensure they remain competitive and aligned with our values.

We wholeheartedly embrace and actively seek applications from all individuals no matter how they identify. We are committed to cultivating a diverse and inclusive workplace and we believe our work is enriched when we incorporate a multitude of perspectives backgrounds and experiences. We want everyone who works here to thrive and contribute to not only our mission of keeping every home secure but also to making our workplace safe and supportive for others. If a reasonable accommodation may be needed to fully participate in the job application or interview process to perform the essential functions of a position or to receive other benefits and privileges of employment please contact .