Tech Support Engineer

Hi,

Hope you are doing well.

Kindly let me know if you are comfortable with this role.

Need local candidate only.

Interview Process: First round virtual and final discussion Face to Face

Title: Tech Support Engineer

Location: Dallas, TX (Onsite role)

Type: Contract

Job Description:

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

Thanks & Regards,

Rohit Kumar IT Recruiter

Last Word Consulting Inc.

Direct: +1

Office: +1- Ext 406

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