Managed Services Engineer (On-site)

Trace3 is a leading Transformative IT Authority, providing unique technology solutions and consulting services to our clients. Equipped with elite engineering and dynamic innovation, we empower IT executives and their organizations to achieve competitive advantage through a process of Integrate, Automate, Innovate. Our culture at Trace3 embodies the spirit of a startup with the advantage of a scalable business. Employees can grow their career and have fun while doing it! Trace3 is headquartered in Irvine, California. We employ more than 1,200 people all over the United States. Our major field office locations include Denver, Indianapolis, Grand Rapids, Lexington, Los Angeles, Louisville, Texas, San Francisco. Ready to discover the possibilities that live in technology? Come Join Us!

About the Role

We are seeking a Managed Services Engineer to join our team and support a single client in a niche industry. The position provides hands-on technical support and white-glove service at the client's corporate office. The ideal candidate will have prior service desk or MSP experience, a strong technical foundation in Microsoft technologies, networking, and virtualization, and the ability to thrive in a fast-paced, high-demand environment while maintaining excellent customer service. *** This is a 100% Onsite requirement in Allen, TX. Monday - Friday, 8AM to 5PM ***

Responsibilities

• Provide Tier I technical support to end users, both onsite and remotely.
• Manage, prioritize, and document support requests through Zendesk.
• Troubleshoot and resolve issues related to:
  • Network infrastructure (Meraki or similar)
  • Microsoft Intune and Entra
  • VMware virtualization environment
  • Windows servers and their roles
• Deliver professional, white-glove field service support.
• Escalate complex issues as necessary, ensuring timely resolution.
• Maintain accurate and detailed ticket documentation.
• Support end users by providing guidance on IT policies, tools, and best practices.
• Perform effectively under pressure in a high-stress environment.

Qualifications

• Associate degree in Information Technology or a related field, OR a minimum of 2 years of experience in a service desk or IT support role.
• Hands-on experience with:
  • Zendesk (or comparable ticketing system)
  • Network infrastructure (Meraki or similar)
  • Microsoft Intune and Entra
  • VMware virtualization platforms
  • Basic understanding of Windows server roles and functions
• Strong interpersonal skills: active listening, communication, and customer service.
• Ability to multi-task, adapt to changes quickly, and manage time effectively.
• Technical awareness: ability to match resources and tools to technical issues.
• Awareness of the IT services being supported.
• Typing and documentation skills to ensure quick, accurate entry of service request details.
• Self-motivated with the ability to work in a fast-paced environment.
• Must be eligible to work in the U.S. without the need for sponsorship.
• Comfortable using generative AI tools as part of day-to-day work.

Benefits

• Comprehensive medical, dental and vision plans for you and your dependents
• 401(k) Retirement Plan with Employer Match, 529 College Savings Plan, Health Savings Account, Life Insurance, and Long-Term Disability
• Competitive Compensation
• Training and development programs
• Major offices stocked with snacks and beverages
• Collaborative and cool culture
• Work-life balance and generous paid time off

Pay

Estimated Pay Range: $58,000 USD - $65,000 USD

Schedule

Monday - Friday, 8AM to 5PM (100% Onsite in Allen, TX)

Work Environment

Must work onsite at the corporate office. Operates in a professional office environment using standard office equipment (computers, phones, photocopiers, filing cabinets, etc.).

Physical Demands

• Regularly required to sit, stand, talk, hear, and use hands and fingers to operate computer equipment.
• Must be able to stoop, kneel, or reach to install and move computer equipment.
• Specific vision abilities include close vision due to computer work.
• Must be able to lift and move up to 50 pounds as needed.
• Ability to work effectively in a high-pressure, demanding environment.