IT Support Engineer

Job Title: IT Support Engineer (Onsite – Plano, TX)

Location: Plano, TX

Job Type: Full-Time | Onsite

US Citizen or Permanent Resident

About the Role

We are seeking a IT Support Engineer to join our team and provide high-quality infrastructure and end-user support.

This role is perfect for someone who is technically skilled but also highly personable—someone who can confidently interact with users, listen, and communicate effectively, ensuring IT issues are resolved with professionalism and a customer-first approach.

The ideal candidate will be responsible for supporting and maintaining the IT infrastructure, troubleshooting Windows environments, network devices, and applications, and providing top-tier end-user support. This role will report to a senior IT leader and requires someone who can seamlessly blend technical expertise with strong interpersonal skills.

Key Responsibilities

Infrastructure & System Support

• Provide hands-on support for Windows-based environments, including Windows 7, Windows 10, and Windows 11.
• Maintain, update, and monitor customer servers, workstations, and application software.
• Troubleshoot and maintain network devices: switches, routers, firewalls, Wi-Fi controllers (Cisco, WatchGuard, SonicWall, etc.).
• Support OS and third-party patching and monitor and manage devices within the organization.
• Maintain centralized security management software solutions, perform threat case reviews, and execute remediation actions.
• Provide backup system support and ensure data protection best practices are followed.
• Use Remote Monitoring and Management (RMM) tools for device monitoring, reporting, and remote issue resolution.
• Track and resolve support tickets and trends to proactively improve IT service delivery.

End-User & Desktop Support

• Provide onsite IT support to office and field-based employees, ensuring a smooth user experience.
• Resolve issues related to MS Office applications (Excel, PowerPoint, Word, Outlook, etc.).
• Serve as an escalation point for more complex IT issues beyond Level 1 support.
• •Deliver high-quality service with strong interpersonal skills, instilling confidence in end-users and leadership.

Soft Skills & Service Delivery

• Be the face of IT support—approachable, well-spoken, and confident.
• Communicate clearly and professionally with end-users at all levels, from executives to field employees.
• Listen actively, diagnose issues efficiently, and provide solutions with a service-first mindset.
• Maintain a proactive approach to IT support, ensuring minimal downtime for end-users.

Required Qualifications

Technical Skills

• 4 years of experience in a Level 2 IT Support or Infrastructure Support role.
• Experience in Windows & Linux system administration, including Active Directory, DNS, and Group Policy.
• Strong knowledge of network devices and security solutions (Cisco, WatchGuard, SonicWall, Sophos, etc.).
• Familiarity with cloud computing technologies (O365, Azure).
• Experience using IT monitoring & management tools (SCCM, Remedy, Automate, BMC Truesight, McAfee, or similar).
• Experience with ITSM ticketing systems and IT asset management best practices.

Soft Skills & Interpersonal Abilities

• Strong communication and customer service skills—able to walk into a room and instill confidence.
• Ability to translate technical issues into clear, understandable language for end-users.
• Proactive and solution-oriented—someone who listens and provides professional support.

Additional Requirements

• Must be local to the DFW area and willing to be onsite as required.
• Prior experience in a managed services or IT service provider environment is a plus.