Job Title: Support Engineer II (Tier 2 Support Technician)
Location: Dallas, Texas (On-Site – local candidates only)
Employment Type: Full-Time (Part-Time options may be considered)
About K3 Technology
K3 Technology is a leading IT services company dedicated to helping medium to large-sized businesses overcome IT challenges. We provide comprehensive managed services—from end-user support and cloud migrations to disaster recovery and strategic planning—allowing our clients to focus on their core business operations. With deep expertise in developing custom solutions and optimizing systems for unified data sharing, we empower our clients through innovative IT support.
Our success is built on a commitment to our employees. We ensure that every team member receives the tools, training, and support necessary for professional growth while maintaining a culture of transparency, communication, and accountability.
Position Summary
As a Support Engineer II (Tier 2), you will serve as the intermediate technical support level for escalated issues that require more expertise than our Tier 1 team can offer. You will be responsible for troubleshooting and resolving more complex technical issues, assisting with ticket triage when necessary, and mentoring Tier 1 staff. You will ensure efficient support operations and smooth escalation management, playing a key role in bridging the gap between basic troubleshooting and advanced support.
Key Responsibilities
Incident Resolution & Service Request Fulfillment:
- Troubleshoot and resolve issues escalated from Tier 1 within a one-hour timeframe.
- Handle technical tasks that require more expertise, including advanced user account issues, custom software installations, and resolving complex application conflicts.
Ticket Triage & Collaboration:
- Assist with categorizing and routing support tickets during peak times to maintain efficient ticket management.
- Collaborate with other IT teams (Field Services, NOC) to resolve issues effectively and ensure proper escalation when needed.
Escalation & Documentation:
- Escalate unresolved issues to Tier 3 with comprehensive documentation of troubleshooting steps.
- Update internal knowledge bases and create troubleshooting guides to empower the Tier 1 team and improve overall support processes.
Customer Communication & Mentoring:
- Keep clients informed about the status of their tickets and provide timely updates.
- Mentor and train Tier 1 technicians when opportunities arise, sharing best practices and technical insights.
Technical Environment & Tools
- Systems: HaloPSA, NinjaRMM, Sonicwall, and MacOS
- Scripting: Basic knowledge of PowerShell (advanced scripting is typically Tier 3)
Bonus Qualifications:
- Certifications such as AZ-104, AZ-700, AZ-140, and Security+ are highly desirable.
Qualifications
- Experience: Prior experience in IT support is required; experience within an MSP environment is a strong plus.
- Technical Skills: Proficient troubleshooting skills across multiple systems (e.g., Windows environments, Office 365, MacOS, networking). Familiarity with remote monitoring and management tools is beneficial.
- Soft Skills: Excellent problem-solving, customer service, and communication skills, with a high emotional IQ and a strong sense of ownership.
- Adaptability: Ability to thrive in a fast-paced, on-site environment where priorities can shift quickly.
- Certifications: Relevant IT certifications (e.g., CompTIA A+, Microsoft certifications) are a plus; bonus certifications include AZ-104, AZ-700, AZ-140, and Security+.
What We Offer
- Competitive Benefits:
- 401(k) with up to 3.5% match
- Generous PTO and paid holidays
- Paid training, certifications, and ongoing professional development
- A dog-friendly, supportive on-site workspace
- Culture & Growth:
- A transparent and communicative work environment with an open-door policy
- Opportunities for personal and professional advancement
- A dynamic team dedicated to excellence in IT support
- Compensation Note:
Tier 2 roles typically range from approximately $55,000 to $70,000 per year. Our compensation is competitive and will be based on your experience and qualifications.
How to Apply
If you’re ready to elevate your technical support career and bring your intermediate troubleshooting expertise to an innovative team, please visit https://k3techs.com/careers/ to apply and view the full job description.
K3 Technology is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Top Skills
What We Do
K3 Technology, headquartered in Denver, is an IT services company that specializes in assisting small to medium-sized businesses with their IT requirements. Our array of managed services encompasses end-user support, cloud migrations, disaster recovery, business continuity services, strategic planning and AI Solutions. These offerings enable our clients to focus on their core operations, while we manage their day-to-day IT needs.
In addition to our managed services, we are a cloud-centric organization with substantial expertise in crafting custom solutions and applications that align with our clients' business objectives. Our dev-ops team is proficient in creating new applications and integrating existing ones, thereby promoting a unified data-sharing environment. After developing a system that is tailored to a business's specific needs, we collaborate with our clients to establish a comprehensive BI/analytics platform, thereby facilitating informed decision making and accurate business forecasting.
