Technical Support Engineer

BAL; Richardson (TX); On-site; USD 50,000 - 65,000; Full time

Job summary

BAL is seeking a Technical Support Engineer responsible for providing first-line support for internal and external issues. This role demands strong problem-solving skills and extensive experience in PC support, with a focus on user experience and technical resolutions.

Benefits

Medical insurance

Dental insurance

Vision insurance

Unlimited vacation

401(k) with company match

Qualifications

• At least 4 years’ experience in PC Support/Help Desk.
• Strong knowledge of network/server fundamentals.
• Experience at a law firm helpdesk is a plus.

Responsibilities

• Provide support to users on PC hardware, software, and telephone issues.
• Identify, research, and resolve technical problems.
• Document trouble calls and enter solutions into a service desk system.

Skills

PC hardware support

Software troubleshooting

Communication skills

Problem-solving skills

Education

Bachelor's degree or relevant certifications

Tools

Microsoft Windows 7, 10

Microsoft Office Suite

O365 cloud base email system

Job description

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Who we are: BAL is a team of brilliant people who change lives through elite immigration work and collaborative innovation. We pursue the exceptional in all that we do, but never at the expense of our values. There’s no denying our work is demanding, both in volume and pace, but we’re up for the challenge. We love the balance of hard work and fun – so, you’ll see us in jeans as we shatter glass ceilings and conventional stereotypes. BAL employees feel valued, rewarded, and respected. We seek opportunities to be of service to others and our communities. We are committed to your growth and development, and want to set you up for success here at BAL and beyond.

Who you are: You are looking for work that has a purpose. You aren’t afraid to roll up your sleeves and get stuff done. You learn quickly. You move fast. You embrace challenge and detail as well as creative thinking. You believe you have something unique to contribute and you aren’t afraid to raise your hand. You understand that powering human achievement is ultimately about impacting a real person. You are looking for a place to grow and an environment where everyone has a spot and is genuinely welcome.

We’re better together: A bright, driven person like you and an industry-leading powerhouse like BAL? It’s a perfect combination! We truly want to see you succeed here and become an integral part of our mission to provide an experience that makes a positive difference in people’s lives. Come be a part of something special, where you can have an impact and be valued just for being you!

In addition to competitive pay, a discretionary annual bonus, and a supportive, team oriented culture, we offer an outstanding benefits package that includes medical, dental, vision, disability, and life insurance, sick time, unlimited vacation, and 401(k) with company match.

Overview

The Technical Support Engineer will be the first line of support for all internal and external issues/request that are sent to the helpdesk. They will work will directly on the helpdesk ticket or assign/escalate as needed. This role represents a skilled and experienced member of the team.

Primary Responsibilities

• Provide support to users on PC hardware, software, and telephone issues
• Identify, research, and resolve technical problems following general guidelines. Offer solutions and recommend training for recurring problems
• Document trouble calls and enter solutions into a service desk system. Prioritize, track and monitor problems to ensure timely resolution.
• Perform account/machine setups and decommissions
• Perform additional asset setup/configuration and account administration duties
  
  

Secondary Responsibilities

• Project team member on large scale system/hardware upgrades
• Maintain IT hardware and software inventory
• Perform daily systems checks
• Responsible for selected IT improvement projects and participates in others
• Other duties as assigned
  
  

Qualifications

• Requires a bachelor's degree in a related area or a combination of relevant certifications and job experience.
• At least 4 years’ experience in PC Support/Help Desk field
• Experience with PC hardware and peripherals a must
• Experience with network/server fundamentals a plus
• Experience with phone systems administration a plus
• Experience at a law firm helpdesk is a plus
• Strong knowledge of Microsoft Windows 7, 10 and the Microsoft Office 2010,2016 Suite of applications
• Knowledge with O365 cloud base email system
• Knowledge of Windows 2003/2008 Server Enterprise Edition and Active Directory processes
• Knowledge with VPN and RSA solutions
• Knowledge of commonly-used concepts, practices, and procedures for resolving hardware and software related issues
• General Server/network troubleshooting skills
• Excellent interpersonal, communication (both oral and written), and problem-solving skills
• Familiarity of workstation imaging
• Strong troubleshooting ability
• Excellent verbal and written communications skills
  
  

Working Conditions

• Able to sit and work at a computer keyboard for extended periods of time.
• Able to stoop, kneel, bend at the waist and reach on a daily basis.
• Able to perform general office administrative activities: copying, filing, delivering and using the telephone.
• Able to lift and move up to 25 pounds occasionally.
• Regular and on-time attendance.
• Must be able to prioritized, schedule and complete testing required for multiple applications with overlapping schedules.
• A certain degree of creativity and flexibility is required.
• Hours may exceed 40 hours per week.
• Occasional travel by conventional means including aircraft, motor vehicle and the like within the region and to other locations as required.
  
  

Note: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required and are not intended to be an exhaustive list of all duties, responsibilities or qualifications associated with this job.

Berry Appleman & Leiden is an Equal Opportunity Employer. It is the policy of BAL to ensure an equal employment opportunity without discrimination or harassment on the basis of race, color, national origin, religion, gender, gender identity or expression, age, disability, alienage or citizenship status, marital status, creed, genetic predisposition or carrier status, sexual orientation or any other characteristic protected by law. BAL prohibits and will not tolerate any such discrimination or harassment.

BAL does not accept unsolicited resumes from recruiters or employment agencies. BAL is under no obligation to pay any referral compensation or recruiter fee in the absence of a current executed Recruitment Services Agreement. In the event a recruiter or agency submits an unsolicited resume or candidate without an agreement, BAL reserves the right to pursue and hire said candidate(s) without any financial obligation to the recruiter or agency. Any unsolicited resumes, including those submitted to hiring managers, shall be deemed the property of BAL. If your agency would like to be considered as a potential recruiting partner, please forward your contact information to [e-mail].

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Law Practice

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