Support Engineer

ALDRIDGE • Houston, TX

1d

About The Position

Aldridge is seeking a Support Engineer to handle complex and dynamic customer issues, including escalations from Support Technicians. The role is based in Monroe, Louisiana, and primarily provides remote support, with travel to client locations within the Monroe metroplex for onsite troubleshooting and resolution. The Support Engineer diagnoses and addresses technical problems to help ensure optimal performance of clients’ systems, collaborates with a team of experts, and contributes to best practices and continuous improvement in service delivery.

Requirements

• 3–5 years of experience in Helpdesk/Desktop Support; experience in an MSP environment is preferred.
• Advanced technical troubleshooting expertise across varied IT environments.
• Strong communication skills and the ability to work effectively with end users by phone, remote sessions, and in person.
• Ability to travel up to 50% within the territory.
• Physical ability to stand, walk, or sit for extended periods.
• Comfort with periodically lifting 25 pounds.

Nice To Haves

• Experience in a Managed Service Provider (MSP) environment.
• Professional IT certifications such as MCSA or MCSE (Microsoft 365 & Azure), Cisco CCNA, CCNP, CCIE, or VMware VCP; certifications are preferred but not required.

Responsibilities

• Research and identify effective solutions to software and hardware issues.
• Diagnose and resolve advanced technical problems involving areas such as firewalls, switches, servers, Azure and other cloud environments, account setup, network configuration, application support, and Active Directory.
• Engage with customers to identify the root causes of technical issues and guide them through complex troubleshooting steps.
• Accurately log and track issues in the system.
• Prioritize and manage multiple open issues simultaneously.
• Follow up with clients to confirm their IT systems are fully functional after resolution.
• Provide primarily remote support and travel to client locations for onsite troubleshooting and resolution.

Benefits

• Competitive salary and incentive plan.
• Generous employer contribution to health benefits package.
• 401(k) matching.
• Four weeks of paid time off per year, plus additional days for community service.
• Ongoing training and professional development opportunities.
• Free snacks and beverages.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed