Service Delivery Engineer Tier 1/ Tier 2

Job Title: Service Delivery Engineer (Tier Experienced Tier 1/ Tier 2)

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

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 deliver comprehensive managed services—from end-user support and cloud migrations to disaster recovery and strategic planning—allowing our clients to focus on their core operations. With deep expertise in developing custom solutions and optimizing systems for unified data sharing, we empower our clients with innovative IT support that drives business success.

Our employee-centric culture means we invest in our people with the tools, training, and support needed for professional growth. We foster a transparent, communicative, and accountable work environment where every team member is valued.

Position Summary

As an IT Support Engineer, you'll handle a mix of front-line support tickets and slightly more advanced technical issues that require deeper troubleshooting. You're past the basics—password resets and simple how-tos—and ready to work on things like connectivity issues, account configurations, and multi-step troubleshooting, while still relying on Tier 2/3 engineers for the most complex problems. This role is a great next step if you're looking to build real depth in networking, server support, and client-facing IT work.

Key Contributions

• Resolve a mix of standard and moderately complex support tickets efficiently.
• Escalate appropriately when issues exceed your current scope, while documenting your troubleshooting steps clearly.
• Assist with day-to-day client support and start building familiarity with client environments.
• Support senior engineers on projects like migrations and infrastructure upgrades.
• Help maintain SLA compliance across the support desk.
• Continue developing technical skills through hands-on work and available training.

Examples of Responsibilities

Ticket Resolution:

• Troubleshoot connectivity issues, printer/network configuration problems, and account access issues.
• Handle software installation, basic Active Directory tasks (e.g., password resets, group changes), and device setup.

Network & Server Support (with guidance):

• Assist with basic firewall rule checks and VPN connectivity troubleshooting under senior engineer supervision.
• Help identify and escalate server issues (e.g., service outages) with clear documentation.

Security Support:

• Assist in responding to security alerts (e.g., MFA issues, suspicious login attempts) and escalate as needed.

Client Support:

• Support day-to-day client requests and start learning client environments under the guidance of Tier 2/3 engineers.

Project Contributions:

• Assist with migrations (e.g., file server to SharePoint) by handling defined tasks alongside more senior team members.
• Support basic network changes (e.g., VLAN setup) as directed by the NOC team.

Technical Environment & Tools

• Core Systems: HaloPSA, NinjaRMM, Sonicwall, and standard networking tools
• Scripting & Automation: No PowerShell experience required, but interest in learning is a plus
• You'll be exposed to more advanced tools and systems as you grow into the role

Qualifications

• Experience: 1–2 years of IT support experience, ideally including some exposure to networking or server environments beyond basic help desk work.
• Technical Skills: Comfortable troubleshooting across Windows, Office 365, and MacOS; basic understanding of networking concepts (DNS, DHCP, VPN) is a plus.
• Soft Skills: Strong communication skills, a proactive attitude, and eagerness to learn.
• Adaptability: Able to manage a variety of tickets and shifting priorities in a fast-paced, on-site environment.
• Certifications: Not required; CompTIA A+/Network+ or progress toward Microsoft certifications is a plus.

What We Offer

Competitive Benefits:

• 401(k) with up to 3.5% match
• Generous PTO and paid holidays
• Paid training, certifications, and ongoing professional development

Culture & Growth:

• A transparent, communicative work environment with an open-door policy
• Clear path for growth
• A supportive team environment focused on hands-on learning

How to Apply

If you're ready to build your technical skills and grow into a stronger IT role, please visit https://k3techs.com/careers/ to apply and view the full job description.

K3 Technology is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.