IT Support Engineer

IT Operations is the frontline connection between and our global user community. Delivering local and remote support that ensures our colleagues have seamless access to the technology and systems they need to work efficiently. By providing responsive high-quality support and continuously improving IT services we enable teams to focus on delivering value without technical disruptions.

This mid-level role is crafted for experienced IT professionals who excel in delivering high-quality technical support directly to end users across varied environments. As an IT Support Engineer you are not only a frontline troubleshooter but also a strategic contributor to the broader support framework. You act as a critical escalation point for complex technical issues that go beyond first-line resolution applying deep diagnostic expertise and a methodical approach to problem-solving. Your responsibilities span across maintaining and enhancing the performance of end-user systems and managing device configurations.

In this capacity you operate with a high degree of autonomy often leading initiatives that improve service delivery and user satisfaction. You are expected to identify optimizations and inefficiencies implement system optimizations and contribute to continual service improvement efforts. Collaboration is key as you work closely with cross-functional and cross-regional teams to uphold service excellence share best practices and align support strategies with organizational goals. Your role also involves mentoring junior support staff shaping technical documentation and participating in the rollout of new technologies and tools that enhance the end-user experience.

Ultimately this position demands a balance of hands-on technical proficiency strategic thinking and a user-centric mindset. You are a trusted technical advisor within the support ecosystem driving operational resilience and ensuring that users across the enterprise experience seamless secure and responsive IT services.

Deliver Advanced Multi-Platform Support

• Provide expert-level technical assistance across Windows macOS and mobile platforms.
• Ensure seamless user experiences by resolving complex device application and connectivity issues both onsite and remotely.

Lead Troubleshooting & Escalation Management

• Take ownership of persistent or high-impact technical problems applying deep diagnostic expertise.
• Collaborate with infrastructure and application teams to escalate and resolve issues efficiently.

Support & Optimize Office IT Infrastructure

• Maintain and enhance video conferencing systems network connectivity and shared office technologies.
• Ensure meeting spaces and collaboration tools are reliable user-friendly and aligned with hybrid work needs.

Represent IT in Cross-Functional Projects

• Act as a technical liaison in office expansions infrastructure upgrades and service transitions.
• Provide input on planning implementation and post-deployment support.

Maintain Documentation & Knowledge Sharing

• Create and refine internal documentation SOPs and troubleshooting guides.
• Contribute to team knowledge bases and mentor peers through structured learning and informal coaching.

Provide Regional Onsite Support

• Onsite in Houston office with additional travel occasionally to regional offices to deliver hands-on support assist with deployments and build relationships with local teams.
• Ensure consistent service standards across locations.

Qualifications :

Education

• Bachelors degree in IT Computer Science or a related field (or equivalent experience).

Certifications

•  Relevant certifications (e.g. ACSP ACiT Microsoft Modern Desktop ITIL Foundation).

Experience Requirements

• Strong professional IT support experience including remote and onsite roles.
• Advanced proficiency in Windows macOS and mobile platforms.
• Strong experience with MDM tools (Jamf Pro Intune).
• Familiarity with ITIL service management and compliance practices.
• Experience supporting a global customer base and collaborating across time zones.
• Demonstrated professionalism service mindset and interpersonal skills.

Additional Information :

What Were Offering

• Salary Range: $45000 to $65000 annually bonus
• Flexible paid time off including sick and holiday
•  Medical dental & vision insurance
•  401K with Company contribution
•  Flexible spending accounts
•  Life insurance and disability benefits
•  Tuition assistance
•  Community involvement and volunteering events

M/F/Disabled/Vet VEVRAA Federal Contractor.  We are a Drug-Free Workplace. Interested candidates should apply at: qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin disability or status as a protected veteran. VEVRAA Federal Contractor Equal Opportunity Employer

We embrace flexibility and hybrid work opportunities to support diverse needs and lifestyles while also valuing inclusive workplace experiences. By fostering a sense of community we drive innovation strengthen connections and nurture belonging. Our commitment ensures you can work in a way that suits you best while also engaging with colleagues to share ideas and build meaningful relationships.

All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin disability or status as a protected veteran. VEVRAA Federal Contractor Equal Opportunity Employer

Remote Work :

No

Employment Type :

Full-time