Managed Services Engineer (On-site)

Trace3 • Dallas, TX

1d • 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. The role is based entirely onsite at the client’s corporate office in Allen, Texas, and supports end users in a fast-paced, high-demand environment. The successful candidate will bring service desk or managed service provider experience, a strong foundation in Microsoft technologies, networking, and virtualization, and a commitment to exceptional customer service.

The engineer provides Tier I support onsite and remotely, manages support requests through Zendesk, troubleshoots the client’s network and Microsoft, virtualization, and Windows server environments, and escalates complex issues when needed. The position also includes documenting tickets accurately and guiding users on IT policies, tools, and best practices.

The work schedule is Monday through Friday, 8:00 a.m. to 5:00 p.m. The estimated pay range is $58,000–$65,000 USD. Trace3 offers medical, dental, and vision plans; a 401(k) with employer match; training and development; and generous paid time off, among other benefits.

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 or similar.
• Hands-on experience administering and supporting Microsoft 365.
• Hands-on experience with Microsoft Intune and Entra.
• Hands-on experience with 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, including the ability to match resources and tools to technical issues.
• Awareness of the IT services being supported.
• Typing and documentation skills to enter service request details quickly and accurately.
• Self-motivation and ability to work in a fast-paced environment.
• Eligibility to work in the U.S. without sponsorship.
• Comfort using generative AI tools as part of day-to-day work.
• Ability to work onsite at the corporate office.

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 onsite and remotely.
• Manage, prioritize, and document support requests through Zendesk.
• Troubleshoot and resolve issues involving network infrastructure such as Meraki, Microsoft 365, Microsoft Intune, 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.

Benefits

• Comprehensive medical, dental, and vision plans for employees and dependents.
• 401(k) retirement plan with employer match.
• 529 College Savings Plan.
• Health Savings Account.
• Life insurance.
• Long-term disability coverage.
• Competitive compensation.
• Training and development programs.
• Major offices stocked with snacks and beverages.
• Collaborative and cool culture.
• Work-life balance and generous paid time off.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree