Support Engineer

Who We Are Aldridge is a leading Managed Service Provider (MSP) offering scalable IT and cybersecurity solutions to fast-growing, small to mid-market businesses in the US. Founded in 1984, this private equity-backed company is a technology management consulting, and outsourcing firm that provides best-fit solutions through a tailored approach and local relationships. With offices in Houston, Dallas, Fort Worth, San Antonio, and Seattle, the company’s unwavering dedication, superior technical expertise, and keen understanding of business processes have transformed it into a trusted partner for its clients.

With a strong reputation for delivering high-quality services, Aldridge is committed to helping its clients optimize their technology infrastructure and achieve their business goals.

Support Engineer Aldridge is a dynamic, forward-thinking organization committed to delivering cutting-edge technology solutions and providing exceptional service to our clients. We are seeking a highly motivated and results-driven Technical Professional to join our team as a Support Engineer.

Position Overview:

The Support Engineer will be a pivotal team member based in Dallas, TX, responsible for handling some of our most complex and dynamic customer issues. The ideal candidate will assist with escalations from our Support Technicians, leveraging a broad range of IT Generalist experience to resolve technical challenges efficiently. While the role primarily involves providing remote support, the Support Engineer will also be dispatched to client locations within the Dallas-Fort Worth metroplex for onsite troubleshooting and  this role, you will play a critical part in ensuring the optimal performance of our clients' systems by diagnosing and addressing complex technical issues.

You will collaborate closely with a diverse team of experts, contributing to the development of best practices and continuous improvement in service delivery. If you're passionate about technology and thrive in a fast-paced environment, this opportunity will allow you to make a meaningful impact while advancing your career.

Key Responsibilities:

Conduct thorough research and identify effective solutions to both software and hardware issues.

Diagnose and resolve advanced technical problems, including but not limited to firewalls, switches, servers, cloud environments such as Azure, account setup, network configuration, application support, Active Directory management, and more.

Engage with customers to probe and uncover the root causes of technical issues, guiding them through a series of complex troubleshooting steps.

Ensure that all issues are accurately logged and tracked in the system.

Effectively prioritize and manage multiple open issues simultaneously.

Follow up with clients to verify that their IT systems are fully functional post-resolution.

Qualifications:

3-5 years of proven experience in Helpdesk/Desktop Support, preferably within a Managed Service Provider (MSP) environment.

Advanced technical troubleshooting expertise, with the ability to identify and resolve issues across various IT environments.

Strong communication skills, with the ability to interact effectively with end-users through phone, remote sessions, and in-person meetings, ensuring issues are fully understood and resolved.

Professional IT certifications such as MCSA or MCSE (Microsoft 365 & Azure), Cisco CCNA, CCNP, CCIE, or VMware VCP are highly preferred but not required.

Hybrid work schedule:

Optional work from home days are Mondays and Fridays Required in-office days are Tuesdays, Wednesdays and Thursdays Travel will be required up to 50% within territory

Additional Requirements Physical ability to stand, walk or sit for extended periods

Must be comfortable with periodically lifting 25 pounds

Aldridge Core Values:

Build Trust – We continuously earn the trust of our partners through genuine, transparent communication, and unflinching accountability.

Take Swift, Meaningful Action – When every second matters, we drill to the core question and act decisively.

Create Best-Fit Solutions – More is not better – We create the most value for the least added overhead and complexity.

Evolve…