This role offers an opportunity to work across enterprise network infrastructure and end-user computing, combining advanced network troubleshooting with hands-on desktop and endpoint support. The position involves resolving complex technical incidents, supporting onsite infrastructure operations, and coordinating with remote engineering teams to maintain service availability., * Provide advanced onsite support for desktops, laptops, docking stations, printers, mobile peripherals, Windows devices, and end-user connectivity.

• Own complex or escalated end-user computing (EUC) incidents.
• Diagnose LAN/WAN, wired/wireless, switching, routing, VLAN, TCP/IP, DNS, DHCP, and VPN/network access issues.
• Support approved network configuration changes and service restoration.
• Investigate network-security connectivity dependencies, including firewalls, ACLs, proxies, and remote access.
• Coordinate firewall rule changes and security events with authorized teams.
• Assist with IP telephony, headsets, conferencing, and network quality issues, engaging telecom specialists when needed.
• Use monitoring alerts, logs, and service-management records to triage P1/P2 incidents, restore services, escalate appropriately, and document causes and corrective actions.
• Perform physical onsite validation, cabling and peripheral checks, and hands-on troubleshooting.
• Coordinate with remote engineering teams in India and onsite stakeholders.
• Execute only authorized changes and maintain device/support records and knowledge articles.
• Participate in shift handoffs, major incidents, and onsite on-call rotation.

• 7+ years of infrastructure operations experience with demonstrable senior network troubleshooting and strong enterprise deskside/endpoint support.
• Solid hands-on understanding of enterprise switches, routers, firewalls, and common connectivity diagnostic methods.
• Ability to independently isolate user-device versus network versus service-related problems.
• Strong communication skills when working with nontechnical users and specialist teams.
• Ability to work fully onsite in Allen, Texas.
• Ability to participate in rotational on-call coverage, including emergency site attendance requirements., * Cisco CCNA/CCNP, Network+, security, or endpoint-management certifications.
• SolarWinds or equivalent monitoring exposure.
• Microsoft 365 experience.
• IP telephony and collaboration platform experience.
• ITSM tools experience.
• Experience in HIPAA-aware or other regulated 24x7 environments.

What Makes HTC A Great Place To Build Your Future

HTC Global Services wants you to join our team. Come build new things with us and advance your career. At HTC Global, you ll collaborate with experts, work alongside clients, and be part of high-performing teams driving success together. You ll have long-term opportunities to grow your career and develop skills in the latest emerging technologies.

At HTC Global Services, our employees have access to a comprehensive benefits package. Benefits can include Group Health (Medical, Dental, and Vision), Paid Time Off, Paid Holidays, 401(k) matching, Group Life and Disability insurance, Professional Development opportunities, Wellness programs, and a variety of other perks.

Our success as a company is built on inclusion and diversity. HTC Global Services is committed to providing a workplace free from discrimination and harassment, where every employee is treated with dignity and respect. We celebrate differences and believe that diverse cultures, perspectives, and skills drive innovation and success. HTC is an Equal Opportunity Employer and a proud National Minority Supplier. We seek to empower each individual, fostering an environment where everyone feels valued, included, and respected.

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