Support Engineer - Tier I (Dallas)

TECHNOLOGY & INNOVATION; Dallas (TX); On-site; USD 42,000 - 60,000; Full time

Job summary

K3 Technology in Dallas, TX is seeking a bilingual Support Engineer I (Tier 1) to join on-site team. You will triage tickets, fulfill service requests, and resolve basic IT issues while delivering white-glove customer support in English and Spanish.

As the first point of contact for clients, you will escalate complex problems per process, collaborate with internal teams, and contribute to improving end-user experiences in a cloud-centric managed services environment.

Job description

Job Description
Job Title: Support Engineer I (Tier 1 Support Technician)- Bilingual (Spanish/English)

Location: Dallas, Texas (On-Site – only local candidates will be considered)

Employment Type: Full-Time

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 concentrate on their core business operations. As a cloud-centric organization with deep expertise in developing custom solutions, we integrate and optimize systems to create unified data-sharing environments and robust BI/analytics platforms.

Our success is built on a commitment to our employees. We provide the tools, training, and support necessary for professional growth and maintain a culture based on transparency, communication, and accountability.

Position Summary

We are seeking a dedicated bilingual (English/Spanish) professional who blends the customer service excellence of a Tier 1 Support Technician with the technical expertise of a Support Engineer. In this on-site role, you will be the first point of contact for our clients—triaging tickets, handling service requests, and resolving both basic and advanced IT issues. Your high emotional IQ and sense of ownership will be key in delivering the white-glove support our clients expect.

Key Responsibilities

Tier 1 Responsibilities:

• Ticket Triage: Categorize, prioritize, and assign incoming support tickets to the appropriate teams based on urgency.
  
• Service Request Fulfillment: Address common requests such as password resets, account unlocks, software installations, and peripheral setups.
  
• Incident Resolution: Troubleshoot basic issues—including email delivery problems, printer issues, and network connectivity challenges—using predefined processes; escalat ...[text truncated] ?