Network Infrastructure Engineer

Aldridge; Houston (TX); On-site; USD 70,000 - 90,000; Full time

Job summary

A leading Managed Service Provider in the US is looking for a Support Engineer based in Dallas, TX. This role involves resolving complex customer issues primarily through remote support but may also include onsite troubleshooting. The ideal candidate will diagnose technical problems related to servers, firewalls, and cloud environments, engaging with clients for effective solutions. Success in this role requires strong problem-solving skills and the ability to manage multiple cases effectively, ensuring optimal performance of client systems.

Qualifications

• Experience in diagnosing and resolving advanced technical issues.
• Ability to manage multiple issues simultaneously.
• Strong communication skills to engage customers effectively.

Responsibilities

• Conduct thorough research for software and hardware solutions.
• Diagnose technical problems with firewalls, servers, and applications.
• Log and track all issues accurately in the system.

Skills

Advanced technical problem-solving

Customer engagement

IT generalist experience

Active Directory management

Network configuration

Tools

Azure

Firewalls

Switches

Servers

Job description

Who We Are

Aldridge is a leading Managed Service Provider (MSP) offering scalable IT and cybersecurity solutions to fast-growing, small to mid-market businesses in the US. Founded in 1984, this private equity‑backed company is a technology management consulting and outsourcing firm that provides best‑fit solutions through a tailored approach and local relationships. With offices in Houston, Dallas, Fort Worth, San Antonio, and Seattle, the company’s unwavering dedication, superior technical expertise, and keen understanding of business processes have transformed it into a trusted partner for its clients. With a strong reputation for delivering high‑quality services, Aldridge is committed to helping its clients optimize their technology infrastructure and achieve their business goals.

Position Overview

The Support Engineer will be a pivotal team member based in Dallas, TX, responsible for handling some of our most complex and dynamic customer issues. The ideal candidate will assist with escalations from our Support Technicians, leveraging a broad range of IT generalist experience to resolve technical challenges efficiently. While the role primarily involves providing remote support, the Support Engineer will also be dispatched to client locations within the Dallas‑Fort Worth metroplex for onsite troubleshooting and resolution.

In this role, you will play a critical part in ensuring the optimal performance of our clients’ systems by diagnosing and addressing complex technical issues. You will collaborate closely with a diverse team of experts, contributing to the development of best practices and continuous improvement in service delivery. If you’re passionate about technology and thrive in a fast‑paced environment, this opportunity will allow you to make a meaningful impact while advancing your career.

Key Responsibilities

• Conduct thorough research and identify effective solutions to both software and hardware issues.
• Diagnose and resolve advanced technical problems, including but not limited to firewalls, switches, servers, cloud environments such as Azure, account setup, network configuration, application support, Active Directory management, and more.
• Engage with customers to probe and uncover the root causes of technical issues, guiding them through a series of complex troubleshooting steps.
• Ensure that all issues are accurately logged and tracked in the system.
• Effectively prioritize and manage multiple open issues simultaneously.
• Follow up with clients to verify that their IT systems are fully functional post‑resolution.