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