SUPPORT ENGINEER

SUPPORT ENGINEER – DENTON, TX
Hybrid – 4 Home / 1 Office – Up to $70,000 per year

Experience Preferred; Not Required

 

You can apply for this role and others at ntpctech.com/apply.

NTPC provides technology solutions to QSRs and local businesses. You will be joining a team whose passion is to serve others through technology at the highest level and provide the best customer service possible to achieve our goal of being the go-to technology partner in the United States. 

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KEY RESPONSIBILITIES

• Technical Troubleshooting – Diagnose and resolve production issues, customer-reported problems, and internal technical challenges related to software, hardware, and network systems

 

• Customer Support – Interact with customers via phone, email, chat, and ticketing systems to provide timely and effective technical support, ensuring a positive customer experience 

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• Root Cause Analysis – Investigate recurring issues, perform root cause analysis, and implement long-term solutions to prevent future incidents.

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• System Maintenance – Perform regular maintenance, updates, and integrations to ensure optimal system performance and security 

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• Documentation – Document troubleshooting steps, solutions, and best practices to build a comprehensive knowledge base for the team.

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• Collaboration – Work closely with other engineers, developers, and stakeholders to resolve complex issues and contribute to process improvements.

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• Proactive Monitoring – Monitor systems and networks for potential issues, taking proactive steps to address them before they impact users.

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• Training & Knowledge Sharing – Share knowledge and mentor junior team members, fostering a culture of continuous learning and technical excellence.

 

OVERVIEW

Support Engineers use our ticketing system and internal resources to remotely diagnose and resolve routine problems, including software, touchscreens, phones, printers, digital signage, security cameras, burglar alarms, and access control. If an issue cannot be resolved remotely, determine the next steps and queue the ticket accordingly so it is routed to the correct department. 

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Other aspects of the role include:

• Working 30 to 40 hours per week (OT not guaranteed)

• Working remotely with at least one in-office day per week

• Following up with clients and working with technology providers

• Supporting co-workers to ensure effective sharing of best practices

• Contribute knowledge through continual updates of our Knowledge Base

• Using software tools to manage time and workload for internal and external tasks

• Strong articulation and digital hygiene

 

Ideal candidates will be technically savvy, have previous Help Desk experience, have a basic understanding of WAN/LAN networking, and must be open to working nights and weekends. Typical shifts include 8am to 4pm, 10am to 6pm, and 4pm to 12am. The ideal candidate will also be local to Denton and naturally interested in learning everything about technology.  

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QUALIFICATIONS

• A proactive, analytical, and customer-focused mindset

• Experience in a technical support or help desk role

• Ability to work nights and weekends + 1x per week in office

• Experience with Microsoft Server Administration

• Experience with RMM Tools, SyncroMSP, Microsoft Office, Teams & Admin

• Strong troubleshooting skills across software, hardware, and network environments

• Excellent communication skills, with the ability to explain concepts to non-technical users

• Familiarity with Windows, macOS, and cross-platform environments

• Strong documentation and organizational skills

• Relevant certifications (CompTIA A+, Network+, and Microsoft) are a plus

• Type 50+ words per minute

 

BENEFITS

• Medical, dental, and vision benefits after 90 days

• 401K with 6% company match 

• 40 hours PTO accrued weekly after the first year of employment

• Six paid holidays throughout the year – work rotating Holidays

• Paid birthday to celebrate YOU

• Work-from-home setup paid for by company

• Required training/licensing paid for by company

• Voluntary professional development opportunities

• Company laptop, digital phone, gas card, uniforms, and gear

REQUIREMENTS

• Must be able to work in a quiet environment

• Must earn Texas Private Security license within 90 days

• Ability to lift/move equipment and tools weighing up to 30 lbs

• Must be able to differentiate colors

• Must be comfortable sitting or standing for long periods of time 

• Current valid Texas Driver's License (preferred - not required)

• Ability to meet our driving standards (preferred - not required)

 

WHY JOIN US?

• Opportunity to grow your technical skills and advance your career in the IT field

• Supportive team culture with a focus on continuous improvement and innovation

• Cross-training and Sales opportunities available after one year

Disclaimer: This job description does not encompass all the job responsibilities and is not in any way a binding document. It does not affect the at-will nature of employment at NTPC Tech Solutions.