Service Delivery Engineer Tier 1/ Tier 2
About The Position
K3 Technology is a leading IT services company dedicated to helping medium to large-sized businesses overcome IT challenges. We deliver comprehensive managed services—from end-user support and cloud migrations to disaster recovery and strategic planning—allowing our clients to focus on their core operations. With deep expertise in developing custom solutions and optimizing systems for unified data sharing, we empower our clients with innovative IT support that drives business success. Our employee-centric culture means we invest in our people with the tools, training, and support needed for professional growth. We foster a transparent, communicative, and accountable work environment where every team member is valued. As an IT Support Engineer, you'll handle a mix of front-line support tickets and slightly more advanced technical issues that require deeper troubleshooting. You're past the basics—password resets and simple how-tos—and ready to work on things like connectivity issues, account configurations, and multi-step troubleshooting, while still relying on Tier 2/3 engineers for the most complex problems. This role is a great next step if you're looking to build real depth in networking, server support, and client-facing IT work.
Requirements
- 1–2 years of IT support experience, ideally including some exposure to networking or server environments beyond basic help desk work.
- Comfortable troubleshooting across Windows, Office 365, and MacOS; basic understanding of networking concepts (DNS, DHCP, VPN) is a plus.
- Strong communication skills, a proactive attitude, and eagerness to learn.
- Able to manage a variety of tickets and shifting priorities in a fast-paced, on-site environment.
Nice To Haves
- Interest in learning PowerShell.
- CompTIA A+/Network+ or progress toward Microsoft certifications is a plus.
Responsibilities
- Resolve a mix of standard and moderately complex support tickets efficiently.
- Escalate appropriately when issues exceed your current scope, while documenting your troubleshooting steps clearly.
- Assist with day-to-day client support and start building familiarity with client environments.
- Support senior engineers on projects like migrations and infrastructure upgrades.
- Help maintain SLA compliance across the support desk.
- Continue developing technical skills through hands-on work and available training.
- Troubleshoot connectivity issues, printer/network configuration problems, and account access issues.
- Handle software installation, basic Active Directory tasks (e.g., password resets, group changes), and device setup.
- Assist with basic firewall rule checks and VPN connectivity troubleshooting under senior engineer supervision.
- Help identify and escalate server issues (e.g., service outages) with clear documentation.
- Assist in responding to security alerts (e.g., MFA issues, suspicious login attempts) and escalate as needed.
- Support day-to-day client requests and start learning client environments under the guidance of Tier 2/3 engineers.
- Assist with migrations (e.g., file server to SharePoint) by handling defined tasks alongside more senior team members.
- Support basic network changes (e.g., VLAN setup) as directed by the NOC team.
Benefits
- 401(k) with up to 3.5% match
- Generous PTO and paid holidays
- Paid training, certifications, and ongoing professional development
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
