Tier 2 IT Support Engineer – Onsite & Escalations

Kraken Robotics, Inc.

Houston (TX)

On-site

USD 60,000 - 85,000

Full time

5 days ago

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Job summary

Kraken Robotics, Inc. is seeking an experienced IT Support Specialist (Tier 2) for our Houston, Texas office. The role covers end-user support, incident ownership, and junior systems administration, with travel to regional offices as needed.

You will diagnose, resolve, and communicate on a range of endpoint, identity, and network issues leveraging Microsoft 365 and Entra ID. The ideal candidate has 4+ years in IT support, strong customer service focus, and the ability to work onsite with limited

Qualifications

Post-secondary education in Information Technology, Computer Science, or related discipline or equivalent experience.
4+ years of progressive IT support, desktop support, or systems administration experience.
Experience serving as an escalation resource in onsite support.
Experience supporting multiple offices or locations preferred.

Responsibilities

Serve as the first point of contact for onsite and remote users via ticketing, email, phone, chat, and walk-up channels.
Own incidents from intake to resolution, including triage, troubleshooting, and communication.
Diagnose and resolve issues with laptops, desktops, mobile devices, printers, OS, and business applications (Microsoft 365).
Perform routine admin tasks: password/MFA support, software install, device setup, onboarding/offboarding.
Coordinate with infrastructure, cybersecurity, and vendors for complex issues.
Assist with endpoint deployment, device management, and patching; monitor local infrastructure.