Managed Services Engineer (On-site)

Who is Trace3

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 1200 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!

Street-Smart-Thriving in Dynamic Times

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.

Juice -The Stuff it takes to be a Needle Mover

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 mentallymapping outevery checkpoint on the pathway to success and visualizing what the final destination looks and feels like.

Teamwork -Humble Hungry and Smart

We are humble individuals who understand how our job impacts the companys mission. We treat others with respect admit mistakes give credit where its 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.

About the Role:

*** This is a 100% Onsite requirement in Allen TX. Monday - Friday 8AM to 5PM ***

What Youll Do:

• 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 & Interests:

• 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.

WORK ENVIRONMENT:

• 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 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.

The Perks

• 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

Our Commitment

At the core of Trace3s DNA is our people. We are a diverse group of talented individuals who understand the importance of teamwork and demonstrating leadership character and passion in all that we do.

Were committed to fostering an inclusive workplace where everyone feels respected valued and empowered to grow. We recognize that embracing diversity drives innovation improves outcomes fosters collaboration boosts teammate satisfaction and builds a more inclusive culture.

As an equal opportunity employer Trace3 bases all employment decisions based on individual qualifications merit and business requirements. We do not engage in discrimination on the basis of race color religion sex (including gender identity sexual orientation and pregnancy) national origin age (40 or older) disability genetic information or any other characteristic protected by federal state or local law.

Any demographic information provided is strictly voluntary kept confidential in accordance with Equal Employment Opportunity (EEO) regulations and will not be used in employment decisions including hiring promotions or mentorship programs. We are committed to providing equal employment opportunities for all.

If you require a reasonable accommodation to complete the application process or participate in an interview please email.

***To all recruitment agencies:Trace3 does not accept unsolicited agency resumes/CVs. Please do not forward resumes/CVs to our careers email addresses Trace3 employees or any other company location. Trace3 is not responsible for any fees related to unsolicited resumes/CVs.