IT Support

Ergos Technology Partners SAL Offshore is hiring an entry-level IT Support Engineer to serve as the first point of contact for Houston office teams. In this onsite role, you will handle service desk and desktop support for business-critical and trading users, managing the full lifecycle of incidents and requests from intake to resolution or escalation.

Working within an IT service management platform, you will diagnose and resolve common workplace technology issues while keeping users updated and ensuring documentation is accurate for future support.

What you’ll do

• Respond to support requests via phone calls, Microsoft Teams messages, email, and walk-up requests within agreed service levels.
• Log, classify, prioritize, update, and close incidents and requests in the IT service management platform, including complete resolution notes.
• Handle first-line troubleshooting for passwords and access needs, including account lockouts, MFA enrolment, Outlook, Teams, OneDrive, and Microsoft 365 applications.
• Support printing and basic network connectivity issues and coordinate next steps when topics require escalation.
• Keep users informed throughout each ticket and escalate unresolved, recurring, or business-critical incidents with clear diagnostics and supporting evidence.
• Provide remote support when needed and collaborate with global infrastructure, cybersecurity, and application teams.
• Install, configure, deploy, and troubleshoot Windows laptops, desktops, docking stations, multi-monitor workstations, headsets, printers, scanners, desk phones, and mobile devices.
• Prepare devices using approved build, imaging, or provisioning processes, verifying security controls, standard applications, and updates before handover.
• Support new joiner, mover, and leaver workflows, including workstation setup, equipment recovery, and approved access-related task completion.
• Support meeting rooms, Microsoft Teams conferencing, and audiovisual equipment, including readiness checks before important meetings.
• Perform trading desk readiness checks and report issues that impact business-critical users.
• Complete authorized basic Active Directory and Microsoft Entra ID tasks such as password resets, account unlocks, and group membership updates.
• Assist with Microsoft Intune enrolled-device checks, compliance remediation, and mobile device setup under senior guidance.
• Maintain accurate asset and stock records, including warranty and equipment-return documentation, and flag replenishment needs.
• Follow documented processes, security baselines, data-protection requirements, and acceptable-use policies, including immediate reporting of suspected security incidents.
• Create and maintain user guides, knowledge articles, checklists, and troubleshooting notes.

Requirements

• Bachelor’s degree or diploma in Information Technology, Computer Science, Computer Engineering, or a related discipline.
• 0 to 2 years of experience in service desk, helpdesk, desktop support, or another customer-facing technical role (relevant internships acceptable).
• Entry-level certifications such as CompTIA A+, Microsoft 365 Fundamentals, ITIL 4 Foundation, or Cisco Certified Support Technician are advantageous.
• Working knowledge of Windows 10/11 and Microsoft 365 applications, including Outlook, Teams, OneDrive, and Office.
• Basic Active Directory and Microsoft Entra ID user administration.
• Experience installing and troubleshooting PCs, laptops, monitors, docking stations, printers, and peripheral devices.
• Basic networking knowledge including TCP/IP, IP addressing, DNS, DHCP, Wi-Fi, LAN cabling, and VPN connectivity.
• Exposure to Microsoft Intune, endpoint security, ticketing tools, and OS imaging or device-provisioning processes is advantageous.
• Basic mobile-device support for iOS and Android.
• Strong customer-service mindset and the ability to explain technical steps clearly to non-technical users.
• Ownership, reliability, and attention to detail, especially for ticket notes, checklists, and asset records.
• Composure under urgent requests and willingness to escalate early when business impact is high.
• Ability to work independently on routine tasks while collaborating with regional and global teams.
• English fluency required; additional languages are advantageous.

Technologies you’ll work with

• Windows 10/11
• Microsoft 365, Outlook, Teams, OneDrive, Office
• Active Directory, Microsoft Entra ID
• Microsoft Intune
• TCP/IP, DNS, DHCP, Wi-Fi, LAN cabling, VPN connectivity
• iOS, Android
• CompTIA A+, Microsoft 365 Fundamentals, ITIL 4 Foundation, Cisco Certified Support Technician

Compensation and benefits

• Salary: USD 40,000 - 55,000 per year
• Health, dental, and vision insurance
• Life insurance
• 401(k)
• Paid time off

Key performance indicators

• First response and resolution performance against agreed service levels.
• First-contact resolution rate and appropriate escalation of complex incidents.
• Ticket quality, user communication, and customer satisfaction.
• Accuracy of assets and stock records.
• Completion of readiness checks, onboarding tasks, and documentation.