Support Engineer – Tier I

K3 Technology

. Categorize, prioritize, and assign incoming support tickets .

Posted 9/16/2026full-timeDenver • Colorado • United StatesMid-LevelSenior💰 $25 per hourWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in IT support, including troubleshooting MS Windows, MacOS, and Office 365, while ensuring high levels of customer satisfaction. Proficient in managing service requests, maintaining detailed records, and collaborating effectively in a fast-paced environment.

Highest-signal resume keywords

IT Support ExperienceTroubleshooting MS WindowsMacOS TroubleshootingOffice 365 ExperienceCustomer Service Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

TroubleshootingActive DirectoryNetwork ConnectivityService Request FulfillmentSoftware InstallationPeripheral SetupTicket ManagementSystem Performance EvaluationRemote ManagementUser Account Provisioning

Soft Skills

Problem-SolvingConflict ManagementEmotional IntelligenceOwnershipCustomer Satisfaction

Tools & Technologies

Remote Management ToolsVeeamDropsuiteWindows ServerKnowledge Base Management

Certifications & Qualifications

Apple CertificationCompTIA A+Microsoft Certifications

Industry Keywords

MSP EnvironmentService DeskTicketing SystemSOP CreationClient Communication

Tech Stack

Tools & technologies

MacOS

About the role

Key responsibilities & impact

Categorize, prioritize, and assign incoming support tickets
Fulfill service requests including password resets, account unlocks, software installations, and peripheral setups
Troubleshoot email delivery, printer, and network connectivity issues using predefined processes
Escalate unresolved issues after 30 minutes
Communicate with clients, provide timely updates, and ensure customer satisfaction
Maintain detailed records of ticket activities and resolutions
Resolve complex issues involving Active Directory, Office 365, workstation/laptop hardware and software, and network/infrastructure systems
Provision user accounts, configure workstations, and assign permissions for new employees
Create and update SOPs, knowledge bases, and environment records
Evaluate system performance and support processes, recommending improvements or automations
Operate the Remote Management and Monitoring System to proactively identify and resolve issues
Collaborate with team members as needed

Requirements

What you’ll need

Prior IT support experience is required
Previous work in an MSP environment is highly desirable
Solid troubleshooting skills with experience in MS Windows and Windows Server
Experience with Office 365, MacOS, and networking
MacOS troubleshooting experience and skills are a must
Familiarity with remote management tools and backup solutions such as Veeam and Dropsuite is beneficial
Exceptional problem-solving, customer service, and conflict-management skills
High emotional IQ and strong sense of ownership
Ability to thrive in a fast-paced, on-site environment with shifting priorities
Relevant certifications such as Apple, CompTIA A+, or Microsoft certifications are a plus
Only local candidates will be considered

Benefits

Comp & perks

401(k) with up to 3.5% match
Generous PTO and paid holidays
Paid training, certifications, and ongoing professional development
Transparent, communicative work environment with an open-door policy
Opportunities for personal and professional advancement