Dispatchable Live Desk Specialist - Tier 2

ABOUT THIS ROLE

ERGOS Technology Partners is an international managed IT services provider headquartered in Houston, Texas, delivering end-to-end computer support and services to businesses and organizations of all sizes. Our Live Desk is the heartbeat of client experience - and this role sits at a uniquely visible intersection of remote support and on-site presence.

We are looking for an experienced, motivated Tier 2 Live Desk Technician with strong technical skills, a superior customer service aptitude, and a genuine passion for technology. You will handle complex escalations, think outside the box to identify root causes, and communicate technical solutions clearly to clients of all backgrounds. You stay current on emerging technologies and industry trends - not because you have to, but because you want to.

As a Dispatchable Live Desk Specialist, you will serve Fort Worth-area clients both remotely and on-site. Candidates who live in or near Fort Worth are strongly preferred - your proximity to our clients is part of what makes this role work.

RESPONSIBILITIES

• Provide Tier 2 technical support to clients via phone, remote session, and on-site dispatch - resolving complex hardware, software, and peripheral issues with minimal escalation to Tier 3
• Diagnose root causes across a variety of OS platforms and application environments; apply advanced problem-solving to resolve issues efficiently on first contact where possible
• Dispatch to Fort Worth-area client sites when hands-on presence is needed for infrastructure, hardware, or high-touch relationship situations
• Administer and troubleshoot Microsoft 365 environments including Exchange Online, Teams, SharePoint, and licensing; support on-premise Exchange 2013/2016 where applicable
• Manage and troubleshoot a wide range of network devices - SonicWall, Fortinet, Palo Alto, Unifi/Ubiquiti firewalls; Cisco, Meraki, Dell, and HP switches
• Configure and troubleshoot site-to-site VPN tunnels, AnyConnect, L2TP, and DMVPN; perform intermediate-to-advanced troubleshooting including packet captures
• Configure Cisco network devices (ASA firewalls, C2960/C3750 switches, 2800/2900 series routers); configure NAT, ACL, and routing protocols including EIGRP, OSPF, MPLS, STP, and VTP
• Troubleshoot and configure VLAN management, NTP, DHCP, DNS, SMTP, and SNMP services
• Support business-class backup and BDR solutions; respond to and remediate security incidents including malware, phishing, spam filtering, and endpoint threats
• Troubleshoot and configure VoIP environments including Allworx phone server issues
• Maintain complete, accurate ticket documentation from initial intake through resolution and client follow-up
• Assist with training and knowledge transfer for junior help desk technicians as needed
• Ensure client satisfaction through timely resolution, clear communication, and professional representation of ERGOS in every interaction

QUALIFICATIONS

• 3+ years of technical support experience in a service desk or managed services environment
• Strong working knowledge of Windows 10/11, Windows Server, macOS, and Active Directory
• Hands-on experience with networking protocols (TCP/IP), firewall administration, VPN configuration, and LAN/WAN troubleshooting
• Familiarity with cloud and virtualization platforms - Microsoft Azure, AWS, VMware, and Hyper-V
• Experience with business-class security solutions including endpoint protection, spam filtering, and malware eradication
• Excellent verbal and written communication skills - able to translate complex technical issues into clear language for non-technical clients
• Strong analytical and problem-solving ability; comfortable working through ambiguous or novel issues without a playbook
• Above-average documentation habits - your tickets tell the full story from first contact to closure
• Professional appearance and presence; able to represent ERGOS confidently at a client site, orientation, or QBR
• Bachelors degree in computer science, information systems, or a related field preferred - equivalent experience considered
• Previous managed services experience is a strong plus
• Certifications such as CompTIA Network+, Security+, or Microsoft (MD-102, AZ-900) are a plus

BENEFITS

• Health, dental, and vision insurance
• Life insurance
• 401(k)
• Paid time off

ABOUT ERGOS TECHNOLOGY PARTNERS

Headquartered in Houston, Texas, ERGOS Technology Partners is an international provider of managed IT services specializing in end-to-end computer support and services for businesses and organizations of all sizes. Our highly trained professionals work tirelessly to ensure efficient operations, secure data resources, reliable systems, and exceptional customer service - and we hold every member of our team to that same standard.