IT Support Engineer

Work Type: Full-time, in-office

Location: Dallas, TX

About the role

The IT Support Engineer is an individual dedicated to the perfection of their craft, consistent and reliable, with a systematic approach to work. This role is ideal for someone who values precision and thorough problem-solving. Support Engineer I is suited for those launching their IT career or with a few years of experience seeking growth, while Support Engineer II is for professionals with 5+ years of experience looking to elevate their career.

Responsibilities

• Provide exceptional client experience as the first point of contact for assistance.
• Troubleshoot quick-fix issues related to user access, network, and application support.
• Communicate with clients via phone, email, and messaging to resolve requests.
• Support client IT infrastructure by proactively responding to alerts and alarms.
• Work with Senior Engineers to advance knowledge, skillset, and capabilities.
• Provide white-glove onsite client support for hands-on resolution, equipment delivery, and new user orientations.
• Support Engineer I: Escalate issues to Senior Engineers when necessary for timely resolution.
• Support Engineer II: Assist and mentor early-career Engineers in skillset and career development.

Requirements

• Demonstrated experience servicing clients in a technical environment.
• Strong understanding of Windows, Windows Server OS, and Active Directory/Azure AD.
• Strong IT fundamentals with a focus on DNS, LAN/WAN architecture, Windows Server, and Microsoft 365 systems.
• Support Engineer I: 1-2 years of experience in IT technical support (or commensurate educational experience in Computer Science, Information Technology, Information Systems, MIS, or related fields).
• Support Engineer II: 5+ years of experience in IT technical support.

Skills

Preferred skills and certifications related to Cisco networking, Microsoft 365 Administration, VMware, and Azure.

Benefits

• Medical, Vision, and Dental coverage.
• Telemedicine services.
• IRA with company matching.
• Corporate Chaplain and Counseling Services.
• 8 paid holidays.
• 3 weeks of PTO.

Pay

• Support Engineer I: $50,000 - $70,000 base salary plus incentive bonuses.
• Support Engineer II: $70,000 - $100,000 base salary plus incentive bonuses.

About Velo IT Group

Velo is one of the fastest-growing IT managed service providers in the United States, recognized as an INC 5000 company and an MSP 501 winner for six consecutive years. Headquartered in Downtown Dallas, with additional offices in Houston, TX, and Lafayette, LA, Velo serves entrepreneurial-led companies as their outsourced IT and cybersecurity department. The company’s culture is built on servant leadership, peer accountability, and a structured approach to work, fostering a dynamic and supportive environment.