Technical Services Administrator
14 days ago
Dallas
Job Description About PCS International: Building Business Value Through Secure, Strategic IT At PCS International, we believe technology should move your business forward, not hold it back. For nearly 40 years, we’ve helped small and mid-sized organizations align their IT with their business goals, building secure, stable, and scalable systems that create measurable value. Location: 100% on-site in Dallas, TX (downtown) Position Overview The Technical Services Engineer is responsible for delivering on-site technical support and services to a single client in a managed services environment. This role blends day-to-day end-user support with advanced troubleshooting across desktops, servers, networks, and cloud platforms. The position requires versatility — handling both reactive support tickets and developing creative, proactive service delivery solutions to ensure high client satisfaction. Key Responsibilities Ticket Management • Manage, track, and resolve assigned tickets within SLAs., • Provide remote troubleshooting for desktops, servers, and applications., • Perform complex systems-analysis functions: advanced troubleshooting, scripting (PowerShell, MDM/RMM Intune automation), configuration of M365, firewall, and endpoint management systems; consults with users to determine specifications; identify and develop client solutions; and document and test solutions. Work involves discretion and independent judgment beyond routine support., • Perform onsite visits for hardware installations, escalated troubleshooting, and client-facing support (applies to local employees only)., • Install, configure, and troubleshoot desktops, laptops, printers, and peripherals., • Provide advanced support for Windows and macOS operating systems., • Maintain and troubleshoot Windows Server environments, including patching, file/print, and group policy., • Support virtualization platforms (VMware, Hyper-V)., • Administer and support Microsoft 365 services (Exchange Online, Teams, OneDrive, SharePoint)., • Provide support for cloud/hybrid environments (Azure AD, conditional access, VPNs)., • Monitor and acknowledge NOC and SOC alerts within defined SLAs., • Perform initial triage of alerts and document findings accurately., • Resolve alerts when possible and work with senior engineers to develop creative solutions to client problems., • Maintain clear, professional communication with clients throughout the resolution process., • Document all work performed in the PSA system in real time., • Contribute to internal knowledge base documentation. Key Performance Indicators (KPIs) • SLA compliance and resolution time., • Client satisfaction and feedback scores., • Accuracy and timeliness of ticket documentation and time entries., • First-call resolution rate. Required Skills & Qualifications Technical Expertise • Proficiency with Windows and macOS desktop OS, Microsoft 365, and standard business applications., • Working knowledge of Windows Server administration and virtualization (VMware/Hyper-V)., • Strong understanding of networking (TCP/IP, DNS, DHCP, VLANs, firewalls)., • Familiarity with RMM and PSA tools (ConnectWise, Automate, Datto, etc.)., • Knowledge of security practices including MFA, patching, and endpoint protection., • 3–5 years of IT support experience, preferably in an MSP environment., • CompTIA A+, Network+, or Security+., • Microsoft 365 Certified: Modern Desktop Administrator Associate (or equivalent)., • Excellent verbal and written communication skills., • Ability to manage multiple tickets and competing priorities., • Strong problem-solving and analytical skills., • Team-oriented, with a willingness to mentor and collaborate. Physical Requirements: • Employee must be able to see, hear, read, type, and have dexterity in both hands to type or keyboard., • Employee must be able to report to work timely for his or her appointed and work diligently for eight hours with possible overtime., • Employee must be able to communicate cogently and with a proper demeanor with co-workers and customers through e-mail, over the phone, via webcast and live. PCS International is an Equal Opportunity Employer. We celebrate diversity and do not discriminate based on race, religion, color, national origin, sex, sexual orientation, age, veteran status, disability status, or any other applicable characteristics protected by law. Company DescriptionPCS International is a stable 38-year-old technology company (IT Infrastructure) with multiple sister technology companies (Cloud Solutions and Cybersecurity) who are rapidly growing and expanding our IT offerings.PCS International is a stable 38-year-old technology company (IT Infrastructure) with multiple sister technology companies (Cloud Solutions and Cybersecurity) who are rapidly growing and expanding our IT offerings.