Job Description
Job Title: Support Engineer I (Tier 1 Support Technician)- Bilingual (Spanish/English)
Location: Dallas, Texas (On-Site – only local candidates will be considered)
Employment Type: Full-Time
About K3 Technology
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.
Position Summary
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.
Key Responsibilities
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.
Qualifications
- 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.
What We Offer
- Competitive Benefits:
- 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.
How to Apply
If you’re ready to bring your technical expertise and passion for exceptional customer service to an innovative team, please visit https://k3techs.com/careers/ to apply.
K3 Technology is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Recruiters and staffing agencies: We’re hiring directly and are not seeking agency assistance for this position. Please do not contact us with recruiting services or unsolicited candidate submissions.