Support Engineer - Tier I (Dallas)

K3 Technology•Dallas, TX

12d•Onsite

About The Position

Support Engineer I (Tier 1 Support Technician)- Bilingual (Spanish/English) is an on-site role in Dallas, Texas, for local candidates only. This full-time position blends customer service excellence with technical expertise. The role serves as the first point of contact for clients, responsible for triaging tickets, handling service requests, and resolving IT issues. A high emotional IQ and a strong sense of ownership are crucial for delivering exceptional support.

Requirements

Prior IT support experience is required.
Solid troubleshooting skills with experience in MS Windows (and Windows Server), Office 365, MacOS, and networking.
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) proficiency.

Nice To Haves

Previous work in an MSP environment is highly desirable.
Familiarity with remote management tools and backup solutions (e.g., Veeam, Dropsuite) is beneficial.
MacOS Troubleshooting experience and skills are a must!
Relevant certifications (e.g., Apple, CompTIA A+, Microsoft certifications) are a plus.

Responsibilities

Ticket Triage: Categorize, prioritize, and assign incoming support tickets to the appropriate teams based on urgency.
Service Request Fulfillment: Address common requests such as password resets, account unlocks, software installations, and peripheral setups.
Incident Resolution: Troubleshoot basic issues—including email delivery problems, printer issues, and network connectivity challenges—using predefined processes; escalate unresolved issues after 30 minutes.
Customer Interaction: Communicate clearly and professionally with clients, providing timely updates and ensuring high levels of satisfaction.
Documentation: Maintain detailed records of ticket activities and resolutions to support ongoing process improvements.
Advanced Troubleshooting: Resolve more complex issues related to Active Directory, Office 365, workstation/laptop hardware/software, and broader network/infrastructure challenges.
Onboarding & Provisioning: Set up new employees by provisioning user accounts, configuring workstations, and assigning appropriate permissions.
System Maintenance: Keep documentation up to date by creating and updating SOPs, knowledge bases, and environment records (e.g., passwords, vendor contacts).
Process Improvement: Evaluate system performance and support processes, recommending improvements or automations where feasible.
Remote Monitoring: Operate our Remote Management and Monitoring System to proactively identify and resolve issues, collaborating with team members as needed.