Company Overview: We are a well-established Cloud Service Provider based in downtown Dallas, TX, dedicated to serving small to medium-sized businesses across various industries. Our commitment to exceptional customer service and long-lasting IT solutions includes cloud computing, networking, and seamless migrations from on-prem to cloud solutions. We foster a collaborative environment that promotes employee growth, continuous training, and opportunities for advancement.
Overview: We are seeking a driven and humble Senior Support Engineer to join our team. In this full-time role, you will provide escalated support, manage client relationships, and work on project-based tasks, focusing on high-value clients and modernizing their IT infrastructures.
Senior Support Engineer Responsibilities:
- Respond to incoming service requests via phone, web portal, and email, ensuring timely and effective resolution of end-user issues.
- Serve as an escalation point for Tier 1 staff and collaborate with Client Account Managers on sales and project management.
- Set up systems and provision for new hires.
- Prioritize incidents and service requests according to defined processes to meet SLAs.
- Utilize remote tools and diagnostic utilities for support resolution.
- Perform hands-on fixes at the desktop level when remote tools are inadequate, including hardware repairs and peripheral delivery.
- Install and configure hardware and software across various network devices.
- Ensure antivirus software is installed and virus definitions are current.
- Design, set up, and administer on-prem and cloud servers.
- Design, set up, and manage network infrastructure.
- Conduct preventative maintenance on workstations, printers, and peripherals.
Senior Support Engineer Requirements:
- 3+ years of experience in network and server administration, preferably in a Managed Service Provider (MSP) environment.
- A Bachelor’s degree is ideal but not required; substantial experience is highly valued.
- Proficiency with server and cloud virtual systems, including Microsoft Server, M365, Azure, and Mac OS.
Senior Support Engineer Preferred Qualifications:
- Experience with Autotask, Datto BCDR, Datto RMM, Cytracom Control One, Threatlocker, and CyberQP.
Senior Support Engineer Benefits:
- Salary $75,000- $85,000
- 100% Paid Health Insurance
- Partial work-from-home options (Every Friday)
- Generous PTO, including Fair Day (Texas State Fair)
- Certification reimbursement
- Travel reimbursement
- Laptop, monitor, and phone reimbursement
