Technical Support Engineer

Overview

On Site
Contract - W2
Contract - Independent
Contract - 12 Month(s)

Skills

Management
High Availability
Network Layer
Knowledge Base
Process Improvement
Incident Management
Root Cause Analysis
Service Desk
Computer Hardware
Break/Fix
Customer Service
Issue Resolution
Customer Facing
Documentation
Service Management
Migration
Technical Support
Microsoft Windows
OS X
Computer Networking
SaaS
User Experience

Job Details

Title: Technical Support Engineer

Location: Dallas, TX (5 days Onsite)

Duration: 12 Months

BFSI Domain is Must..

Summary:

  • You'll be the frontline expert solving user issues, managing escalations, and ensuring high availability of workplace technology. This role ensures tickets are resolved efficiently and user experience remains exceptional.
  • Supporting C-level executives and VIPs. This role ensures reliable, discreet, and highly responsive service for time-sensitive or sensitive tech needs, in person and remote.

Reasonability:

  • Resolve IT tickets related to applications, devices, access, and infrastructure.
  • Provide proactive, high-discretion support for executives' devices, meetings, travel, and home office setups.
  • Escalate complex issues to L3 or engineering teams as needed.
  • Document recurring fixes and contribute to the support knowledge base.
  • Analyze support trends to recommend automation or process improvements.
  • Provide incident response and root cause analysis when required.
  • Troubleshoot technical issues via service desk, email, Teams, phone, and walk-up.
  • Perform remote and on-site support using efficient troubleshooting methods.
  • Test and deploy hardware/software for new setups, break-fix, and MAC tasks.
  • Deliver white-glove customer service across all support channels.
  • Proactively engage users to identify and resolve potential issues early.
  • Follow up to ensure user satisfaction and issue resolution.
  • Maintain and update internal and customer-facing documentation.
  • Track and log issues thoroughly in the service management system.
  • Identify recurring problems, propose solutions, and test new technologies.
  • Lead end-user technology projects including migrations, deployments, and new tool rollouts.

Requirements:

  • 3+ years in IT support, preferably in enterprise environments
  • Strong understanding of Windows/MAC OS, networking, AD, O365, Zoom, Intune and SaaS tooling
  • Passion for improving user experience and supporting high standards
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.