IT Support Engineer
$65,000–$85,000 year
On-siteHouston, Texas, United States
Job Summary
Provide expert-level technical assistance across Windows, macOS, and mobile platforms, resolving complex device, application, and connectivity issues onsite and remotely. Lead troubleshooting for persistent high-impact problems, collaborate with infrastructure teams to escalate efficiently, and maintain office IT infrastructure including video conferencing and network connectivity. Act as a technical liaison for office expansions and infrastructure upgrades, create internal documentation and SOPs, and mentor junior staff on structured learning. Operate onsite in the Houston office with occasional regional travel to deliver hands-on support and build relationships with local teams.
Required Qualifications
- Bachelor's degree in IT, Computer Science, or a related field (or equivalent experience)
- Relevant certifications (e.g., ACSP, ACiT, Microsoft Modern Desktop, ITIL Foundation)
- 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
- Onsite in Houston office
- Additional travel occasionally to regional offices
Desired Qualifications
- Deliver Advanced Multi-Platform Support
- 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
- Ensure consistent service standards across locations
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