Support Engineer I (Dallas)

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., Tier 1 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. Support Engineer Responsibilities:

• 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.

Do you have experience in macOS?, * Experience: Prior IT support experience is required; previous work in an MSP environment is highly desirable.

• Technical Skills: 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.

• NOTE: MacOS Troubleshooting experience and skills are a must!

• Soft Skills: Exceptional problem-solving, customer service, and conflict-management skills, along with a high emotional IQ and a strong sense of ownership.
• Adaptability: Ability to thrive in a fast-paced, on-site environment with shifting priorities.
• Certifications: Relevant certifications (e.g., Apple, CompTIA A+, Microsoft certifications) are a plus.

5.05.0 out of 5 stars Dallas, TX 75240 Hybrid work $17 - $22 an hour - Full-time, Pulled from the full job description

• Paid training
• 401(k)
• Paid time off
• Paid holidays
• Opportunities for advancement, * 401(k) with up to 3.5% match
• Generous PTO and paid holidays
• Paid training, certifications, and ongoing professional development

Culture & Growth:

• 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 Compensation Note.

Tier 1 support roles typically range from approximately $17-$22 per hour DOE. Our compensation is competitive and will be based on your experience and qualifications.

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., K3 Technology is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.