Information Technology Support Engineer

Teceze; Los Lunas (NM); On-site; USD 60,000 - 85,000; Full time

Job summary

Teceze in Los Lunas, NM is seeking an experienced IT Support Technician to provide L3-level assistance for hardware, software, and OS issues. You will troubleshoot desktops, laptops, peripherals, and network connectivity while managing escalation tickets to meet SLAs.

The role requires strong hands-on hardware diagnostics, Windows OS expertise, AD user management, imaging, software deployment, and solid customer service.

Qualifications

• 5–8 years of IT or desktop support experience.
• Experience handling escalated L2/L3 issues in enterprise environments.
• Hands-on hardware troubleshooting and networking experience.
• Bachelor's degree preferred; relevant certifications are a plus.

Responsibilities

• Provide L3 technical support for hardware, software, and operating system issues.
• Troubleshoot desktops, laptops, peripherals, and network connectivity.
• Handle escalated incidents, ticketing, and SLA-based resolutions.
• Support device configuration, imaging, software installation, and maintenance.
• Diagnose and resolve Windows OS, TCP/IP, DNS, and DHCP issues.
• Maintain technical documentation and update incident records.
• Follow client security policies and ensure timely resolution of technical issues.

Skills

Windows troubleshooting

Hardware diagnostics

Networking basics

Desktop imaging

Active Directory

IT ticketing systems

Communication / customer service

Education

Bachelor's degree in IT / CS

Diploma or associate degree in IT

Certs: CompTIA A+ / Network+ / Microsoft

Job description

Job Responsibilities

• Provide L3 technical support for hardware, software, and operating system issues.
• Troubleshoot desktops, laptops, peripherals, and network connectivity.
• Handle escalated incidents, ticketing, and SLA-based resolutions.
• Support device configuration, imaging, software installation, and maintenance.
• Diagnose and resolve Windows OS, TCP/IP, DNS, and DHCP issues.
• Maintain technical documentation and update incident records.
• Follow client security policies and ensure timely resolution of technical issues.

Required Skills

• Windows OS and desktop troubleshooting.
• Hardware diagnostics, repair, and replacement.
• Networking fundamentals: TCP/IP, DNS, DHCP, LAN, and Wi-Fi.
• Desktop imaging, OS installation, and software deployment.
• Active Directory and user account management.
• IT ticketing systems, incident management, and SLA compliance.
• Strong troubleshooting, communication, and customer service skills.

Experience

• Minimum 5–8 years of experience in IT support, desktop support, or technical support.
• Experience handling escalated L2/L3 technical issues in an enterprise environment.
• Hands‑on experience with hardware troubleshooting, Windows OS, and networking.

Education

• Bachelor's degree in information technology, Computer Science, or a related field preferred.
• Diploma or associate degree in IT or a related discipline may be considered.
• Relevant certifications such as CompTIA A+, Network+, or Microsoft certifications are an advantage.