Managed Services Engineer (On-site)

Trace3•Dallas, TX

10h•$58,000 - $65,000•Onsite

About The Position

Trace3 is seeking a Managed Services Engineer to provide hands-on technical support and white-glove service to a single client in a niche industry at the client’s corporate office in Allen, Texas. The role provides Tier I support to end users onsite and remotely, with a focus on Microsoft technologies, networking, virtualization, and responsive customer service. The successful candidate can work effectively in a fast-paced, high-demand environment and support users in a mortgage, financial services, banking, or other regulated setting. This role is 100% onsite, Monday through Friday, 8:00 a.m. to 5:00 p.m. The position operates in a professional office environment using standard office equipment. The estimated pay range is $58,000–$65,000 USD; actual compensation may vary based on location, experience, skills, performance, licensure or certifications, and business needs. Certain positions may be eligible for variable incentive compensation not included in the base salary.

Requirements

An associate degree in Information Technology or a related field, or at least 2 years of experience in a service desk or IT support role.
Hands-on experience with Zendesk or a comparable ticketing system.
Hands-on experience with network infrastructure such as Meraki, Microsoft 365 administration and end-user support, Microsoft Intune and Entra, and VMware virtualization platforms.
Basic understanding of Windows server roles and functions.
Strong interpersonal skills, including active listening, communication, and customer service.
Ability to multitask, adapt quickly to change, and manage time effectively.
Technical awareness and ability to match resources and tools to technical issues.
Awareness of the IT services being supported.
Typing and documentation skills for quick, accurate entry of service request details.
Self-motivation and ability to work in a fast-paced environment.
Must be eligible to work in the U.S. without sponsorship.
Comfort using generative AI tools as part of day-to-day work.
Must work onsite at the corporate office.
Ability to sit, stand, talk, hear, and use hands and fingers to operate computer equipment; stoop, kneel, or reach to install and move equipment; and lift and move up to 50 pounds as needed.

Nice To Haves

Experience supporting users in a mortgage, financial services, banking, or other regulated business environment.
Experience providing white-glove support to end users, executives, and business-critical teams.

Responsibilities

Provide Tier I technical support to end users, both onsite and remotely.
Manage, prioritize, and document support requests through Zendesk.
Troubleshoot and resolve issues related to network infrastructure, Microsoft 365, Microsoft Intune and Entra, VMware, and Windows servers and their roles.
Deliver professional, white-glove field service support.
Escalate complex issues as necessary and ensure timely resolution.
Maintain accurate and detailed ticket documentation.
Guide end users on IT policies, tools, and best practices.
Perform effectively under pressure in a high-stress environment.