Support Engineer - Tier I (Dallas)
About The Position
K3 Technology is a leading IT services company dedicated to helping medium to large-sized businesses overcome IT challenges. We provide comprehensive managed services—from end-user support and cloud migrations to disaster recovery and strategic planning—allowing our clients to concentrate on their core business operations. As a cloud-centric organization with deep expertise in developing custom solutions, we integrate and optimize systems to create unified data-sharing environments and robust BI/analytics platforms. Our success is built on a commitment to our employees. We provide the tools, training, and support necessary for professional growth and maintain a culture based on transparency, communication, and accountability. We are seeking a dedicated bilingual (English/Spanish) professional who blends the customer service excellence of a Tier 1 Support Technician with the technical expertise of a Support Engineer. In this on-site role, you will be the first point of contact for our clients—triaging tickets, handling service requests, and resolving both basic and advanced IT issues. Your high emotional IQ and sense of ownership will be key in delivering the white-glove support our clients expect.
Requirements
- Prior IT support experience is required
- Previous work in an MSP environment is highly desirable.
- Solid troubleshooting skills with experience in MS Windows (and Windows Server), Office 365, MacOS, and networking.
- Familiarity with remote management tools and backup solutions (e.g., Veeam, Dropsuite) is beneficial.
- MacOS Troubleshooting experience and skills are a must!
- Exceptional problem-solving, customer service, and conflict-management skills, along with a high emotional IQ and a strong sense of ownership.
- Ability to thrive in a fast-paced, on-site environment with shifting priorities.
- Bilingual (English/Spanish)
Nice To Haves
- Relevant certifications (e.g., Apple, CompTIA A+, Microsoft certifications) are a plus.
Responsibilities
- Categorize, prioritize, and assign incoming support tickets to the appropriate teams based on urgency.
- Address common requests such as password resets, account unlocks, software installations, and peripheral setups.
- Troubleshoot basic issues—including email delivery problems, printer issues, and network connectivity challenges—using predefined processes; escalate unresolved issues after 30 minutes.
- Communicate clearly and professionally with clients, providing timely updates and ensuring high levels of satisfaction.
- Maintain detailed records of ticket activities and resolutions to support ongoing process improvements.
- Resolve more complex issues related to Active Directory, Office 365, workstation/laptop hardware/software, and broader network/infrastructure challenges.
- Set up new employees by provisioning user accounts, configuring workstations, and assigning appropriate permissions.
- Keep documentation up to date by creating and updating SOPs, knowledge bases, and environment records (e.g., passwords, vendor contacts).
- Evaluate system performance and support processes, recommending improvements or automations where feasible.
- Operate our Remote Management and Monitoring System to proactively identify and resolve issues, collaborating with team members as needed.
Benefits
- 401(k) with up to 3.5% match
- Generous PTO and paid holidays
- Paid training, certifications, and ongoing professional development
- A transparent, communicative work environment with an open-door policy
- Opportunities for personal and professional advancement
- A chance to be part of a dynamic team dedicated to excellence in IT services
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
