Support Engineer

About Eleven Recruiting

We are a specialized technology staffing agency supporting professional and financial services companies. Why do we stand out in technology staffing? We listen and act as advisors for our candidates on how they can best add value, find interesting projects, and pave a path for career advancement. We advocate for best pay, diversity in tech, and best job-fit for every candidate we place.

Our client, an investment firm, is seeking a Support Engineer to join their team in Dallas, TX!

In this role, you will serve as a key support resource for all of the firm's locations. You will focus primarily on general IT service desk functions—responding to incidents and requests, maintaining system readiness, and helping drive operational excellence across our global environment. Through strong technical knowledge, clear communication, and a commitment to service quality, you help ensure our technology ecosystem remains stable, secure, and responsive to business needs.

Responsibilities

• Deliver best-in-class IT support to the firm's colleagues, providing a consistent, high-quality, customer-focused experience with a strong local office presence and global alignment.
• Provide responsive support for incidents and service requests across hardware, software, and user access, both in person and remotely, minimizing disruption and improving productivity.
• Play an active role in Incident and Problem Management by identifying recurring issues, trends, and service impacts to help reduce repeat incidents and improve overall stability.
• Collaborate with Service Delivery and Engineering teams to perform root cause analysis (RCA), contribute to post-incident reviews, and support the delivery of long-term fixes and preventive solutions.
• Proactively monitor incident patterns and user feedback to identify systemic issues, maintain knowledge articles and known error records, and drive continuous service improvement.
• Build trusted relationships through professional, white-glove service by taking full ownership of issues and communicating clearly and empathetically throughout the resolution process.
• Install, configure, and support end-user hardware and peripherals, including laptops, workstations, mobile devices, printers, monitors, docking stations, and other accessories.
• Support core enterprise applications and platforms, including Windows OS, Microsoft 365, Exchange Online, Teams, AVD, VPN (Netskope), Adobe products, and firm-specific applications.
• Troubleshoot and resolve connectivity, remote access, and virtual environment issues, supporting users across office, remote, and mobile work environments.
• Provide hands-on Audio-Visual (AV) support for meetings, conferences, and client engagements, ensuring a seamless and professional experience.
• Perform basic Active Directory administration and manage hardware inventory and lifecycle processes, ensuring devices, access, and assets are properly maintained and controlled.
• Support office operations, projects, and vendor collaboration, including user moves, office changes, and contributions to ongoing improvements within the technology environment.

Required Qualifications

• Bachelor's degree (B.A./B.S.) from a four-year college or university in a related discipline; plus six or more years directly related work experience and/or training; or an equivalent combination of education and experience.
• The employee must have a thorough understanding and hands-on knowledge of hardware and software installation and problem resolution.
• Carry out duties with a minimum of direction and supervision and be able to perform each essential task satisfactorily.
• Strong communications skills.

Preferred Qualifications

• Previous work experience in a financial institution environment is highly desirable.
• Possess strong analytical skills and the ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization may exist.
• Possess the ability to interpret various instructions furnished in written, oral, diagram, and or schedule form.

Soft Skills

• Delivers empathetic, hospitality-focused support that makes customers feel heard, valued, and respected while creating positive and memorable experiences.
• Demonstrates strong communication skills, emotional intelligence, professionalism, and dependability, maintaining a calm and thoughtful approach in all interactions.
• Takes ownership of the customer experience, collaborates effectively with others, and continuously seeks opportunities to learn, improve, and deliver the best possible outcomes.

Salary: $80,000 - $105,000