IT Engineer, IT Support, Technical Support

About Simpli Safe

We’re a high‑tech home security company that’s passionate about protecting the life you’ve built and our mission of keeping Every Home Secure. We’ve created a culture that cares deeply about the career you’re building—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 we protect.

We don’t just want you to work here; we want you to grow and thrive.

We’re 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.

As part of the Information Technology and Global Supply (CIOGS) organization, led by our Chief Information and Global Supply Officer, we empower every team member to do their best work. In this role, you’ll report to our IT Senior Manager and will:

• Be the first point of contact for technical issues, focusing 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.

Simpli Safe UST team members work specific shifts to ensure we meet our coverage obligations. This job post is for the Monday‑Friday 11:00PM‑8:00AM shift (one hour lunch). You’ll spend most of your time on‑site at one of 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.

• 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 Info Sec) 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.

• 1–2 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.

• Experience with macOS and Windows endpoint management, including MDM tools like Jamf, Intune, and Jump Cloud.
• 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…