Managed Services Engineer; On-site

Managed Services Engineer (On-site)

Dallas, TX

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.

We are flexible and resilient in a fast-changing environment. We continuously innovate and drive constructive change while keeping a focus on the "big picture." We exercise sound business judgment in making high-quality decisions in a timely and cost-effective manner. We are highly creative and can dig deep within ourselves to find positive solutions to different problems.

We get things done and drive results. We lead without a title, empowering others through a can-do attitude. We look forward to the goal, mentally mapping out every checkpoint on the pathway to success, and visualizing what the final destination looks and feels like.

We are humble individuals who understand how our job impacts the company's mission. We treat others with respect, admit mistakes, give credit where it's due and demonstrate transparency. We "bring the weather" by exhibiting positive leadership and solution-focused thinking. We hug people in their trials, struggles, and failures – not just their success. We appreciate the individuality of the people around us.

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 ***

• 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.

• Associate degree in Information Technology 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.

• Must work onsite at the corporate office during the first three months for training and onboarding.
• Operates in a professional office environment using standard office equipment (computers, phones,…