Irving, TX

Support Jobs in Irving, TX

2 jobs found

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Today

Mid-Level Technical Support / Field Engineer (VoIP / Networking)

ICON Cloud Solutions Irving, TX

Irving, TX

Today

Up to $60k/yr Full time Asterisk Customer Support End User Support

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Job Description

Hybrid mid-level Technical Support / Field Engineering role focused on live support for VoIP, networking, and system integrations.

Responsibilities

Provide live technical support by telephone as the primary support model
Troubleshoot and resolve issues involving VoIP, network, and system integrations
Coordinate with end customers, dealers, and internal team members during issue resolution
Run testing and diagnostics, then complete follow-up communications
Support installations and perform connectivity troubleshooting across on-premises and cloud environments
Travel to customer locations when required (infrequent)

Requirements

Strong self-starter who can operate independently after initial direction
Comfort with live phone conversations with customers and dealers (this role is not email-first support)
Strong verbal and written communication skills
Ability to read, understand, and produce basic technical documentation
Solid troubleshooting skills and ability to manage multiple tasks
Asterisk / FreePBX experience (preferred)
Networking fundamentals, including TCP/IP, DNS, DHCP, IP addressing, and VPNs
Understanding of VoIP systems with awareness of end-to-end implementation
Familiarity with wireless and network infrastructure, including Wi-Fi, LTE/5G, switches, and routers

Technologies

Asterisk
FreePBX
TCP/IP
DNS
DHCP
VPNs
Wi-Fi
LTE/5G
Switches
Routers
IP addressing

Benefits

401(k)
Health insurance
Dental insurance
Vision insurance
Life insurance
On-the-job training
Paid time off

Salary: USD 60,000 per year

Minimum experience: 3 years

Location: Irving, TX (hybrid)

Beneficial Additional Skills (Not Required)

Prior technical support or field engineering experience
Experience with Alcatel-Lucent OXO/OXE and Fortigate routers
Experience with VoIP, SBCs, VLANs, and cloud connectivity
Installation and configuration of communications systems

Application Questions

Do you have 3+ years of experience in technical support, VoIP, or networking? (Yes/No)
Are you comfortable providing live phone-based support as your primary method of communication with customers? (Yes/No)
Are you comfortable commuting to this job's location? (Yes/No)
Are you legally authorized to work in the United States? (Yes/No)

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2d ago

Service Desk Technician (Level 1)

United Flow Technologies Irving, TX

Irving, TX

2d ago

Full time Active Directory Application Support Cloud Platforms

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Job Description

United Flow Technologies is hiring a Level 1 Service Desk Technician to be the first point of contact for IT support across UFT and its operating companies. This 100% onsite role in Irving, TX supports users from the moment a request or issue enters the service desk through resolution. You will work with ManageEngine ServiceDesk Plus, established ITIL-aligned workflows, and Microsoft platforms including Microsoft Intune, Microsoft Entra ID, and the Microsoft 365 admin centers.

What you’ll do

Act as the primary intake point for IT support by answering inbound calls promptly and professionally.
Create, triage, categorize, and prioritize tickets in ManageEngine ServiceDesk Plus in line with service levels and incident/service request workflows.
Own assigned tickets end to end by driving resolution, providing proactive status updates, and closing tickets with complete resolution notes and accurate time entry.
Escalate to Tier 2 / Tier 3 with a complete diagnostic picture, including symptoms, troubleshooting performed, affected users, and business impact.
Distinguish between isolated issues and emerging systemic outages, escalating broad-impact events immediately with a clear scope assessment.
Support repeat issue reduction by contributing knowledge base articles and end-user guidance that promotes self-service.
Provide shift coverage to keep the service desk staffed across the full support window, including participation in scheduled after-hours or weekend support for planned maintenance and rollouts.
Handle user lifecycle tasks such as account creation, onboarding and offboarding, group and license assignment, password resets, and MFA registration and re-enrollment in Entra ID.
Investigate authentication failures, Conditional Access blocks, and MFA enrollment problems using Entra sign-in logs, escalating policy-level issues appropriately.
Enroll, configure, and remediate Windows endpoints, including Autopilot enrollment and Intune compliance/configuration troubleshooting; assist with application deployment and remote device actions in Intune.
Support Exchange Online (mailbox permissions, shared mailboxes, distribution groups, mail flow and quarantine review), plus Teams and SharePoint / OneDrive sync and permissions.
Support enrollment, compliance, and troubleshooting for corporate and BYOD mobile devices.
Diagnose common connectivity issues involving DNS, DHCP, IP addressing, VLANs, and wired/wireless access, including basic switch port verification.
Provide end-to-end support for remote access clients, including installation, authentication, certificate/profile issues, and connectivity troubleshooting.
Perform routine Active Directory tasks and support hybrid directory object synchronization to Entra ID.
Handle first-level Windows Server support such as file share and NTFS permissions, print services, and recognizing Group Policy-driven symptoms.
Support printers, scanners, peripherals, and conference room A/V at headquarters and remotely for operating company sites.
Use vendor support channels and internal documentation effectively, including knowing when an issue belongs with infrastructure, network, or security engineering.
Maintain accurate configuration and asset data, including hardware assignments, warranty, and lifecycle status.
Document repeatable procedures so solutions transfer across the service desk team.
Identify recurring ticket drivers and recommend automation, standardization, or self-service opportunities to the Director of IT Operations.
Support IT projects as assigned, including endpoint refresh and reimaging waves, identity and security rollouts, and acquisition integration work.

What you bring

2 to 4 years of hands-on service desk (call center environment), help desk, or desktop support experience, including work beyond password resets and basic Tier 1 request fulfillment.
Demonstrable experience administering Microsoft Intune, Microsoft Entra ID, and the Microsoft 365 admin centers.
Strong troubleshooting for Windows 10/11, including profile, driver, performance, update, and application issues.
Working knowledge of networking fundamentals: TCP/IP, DNS, DHCP, VLANs, wireless, and VPN / remote access.
Experience working tickets in an enterprise ITSM platform, with accurate, timely, and complete documentation.
Excellent phone presence and the ability to explain technical concepts clearly and patiently to non-technical users.
Sound judgment on when to solve, research, or escalate; strong process discipline for independent work.
Ability to work 100% onsite, Monday through Friday, on either 7:00 AM–4:00 PM CST or 9:00 AM–6:00 PM CST as assigned.
High school diploma or GED required.
Exceptional interpersonal skills.
Physical ability to lift and move equipment up to 50 pounds, and to bend, kneel, or reach when installing or servicing hardware and workstations.

Tools you’ll use

ManageEngine ServiceDesk Plus (SDP), ITIL
Microsoft Intune, Microsoft Entra ID, Microsoft 365 admin centers
Entra sign-in logs, Conditional Access, Autopilot, MFA
Exchange Online, Teams, SharePoint, OneDrive, Active Directory
Group Policy, Windows 10/11, Windows Server
DNS, DHCP, TCP/IP, VLANs, VPN, remote access
PowerShell

Preferred qualifications

Associate or bachelor’s degree in Information Technology or a related field, or equivalent practical experience.
ManageEngine ServiceDesk Plus experience as a power user or administrator (request templates, workflow and SLA configuration, or reporting).
Familiarity with Fortinet switching or Zscaler Private Access.
Basic PowerShell scripting for bulk administration and reporting tasks.
Relevant certifications including Microsoft MD-102, SC-300, or MS-900; CompTIA A+ or Network+; ITIL v4 Foundation.
Experience supporting a multi-site, multi-company, or acquisition-driven environment with heterogeneous tooling and legacy systems.

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Support Jobs in Irving, TX

Mid-Level Technical Support / Field Engineer (VoIP / Networking)

Service Desk Technician (Level 1)

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