Support Engineer – Tier I

K3 Technology

. Categorize, prioritize, and assign incoming support tickets .

Posted 9/16/2026full-timeDallas • Texas • United StatesMid-LevelSenior💰 $20 - $22 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 effectively managing service requests and maintaining high customer satisfaction. Proficient in using remote management tools and documenting processes to enhance operational efficiency.

Highest-signal resume keywords

IT Support ExperienceTroubleshooting MS WindowsOffice 365 ProficiencyMacOS TroubleshootingBilingual in Spanish and English

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

TroubleshootingActive DirectoryNetwork ConnectivityService Request FulfillmentUser Account ProvisioningSoftware InstallationPrinter SupportRemote Management ToolsSystem Performance EvaluationSOP Creation

Soft Skills

Customer ServiceProblem-SolvingConflict ManagementEmotional IntelligenceOwnership

Tools & Technologies

Remote Management and Monitoring SystemVeeamDropsuite

Certifications & Qualifications

CompTIA A+Microsoft CertificationsApple Certifications

Industry Keywords

MSP EnvironmentService DeskTechnical SupportITIL Practices

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 maintain satisfaction
Document ticket activities and resolutions
Resolve advanced issues involving Active Directory, Office 365, workstation/laptop hardware and software, and network/infrastructure
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 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
Local candidates only
Bilingual in Spanish and English
Relevant Apple, CompTIA A+, or Microsoft certifications are a plus

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
Equal-opportunity, inclusive workplace