Support Engineer - Tier I (Denver)

About the role

We are looking for a bilingual (Spanish/English) Support Engineer I to join our Denver team. This on‑site position serves as the first point of contact for clients, handling ticket triage, service requests, and both basic and advanced IT issues.

Key responsibilities

• Ticket triage, categorization, prioritization and assignment to appropriate teams.
• Fulfill service requests such as password resets, software installations, and peripheral setups.
• Troubleshoot basic issues (email delivery, printer, network connectivity) and escalate after 30 minutes if unresolved.
• Advanced troubleshooting of Active Directory, Office 365, workstation hardware/software, and network/infrastructure problems.
• Onboard new employees by provisioning accounts, configuring workstations, and assigning permissions.
• Maintain and update SOPs, knowledge bases, and environment records.
• Operate remote monitoring tools to proactively identify and resolve issues.

Required profile

• Prior IT support experience, preferably in an MSP environment.
• Strong problem‑solving, customer service, and conflict‑management skills with high emotional IQ.
• Ability to work in a fast‑paced, on‑site environment with shifting priorities.

Required skills

• Microsoft Windows and Windows Server troubleshooting.
• Office 365 administration.
• MacOS troubleshooting (mandatory).
• Active Directory management.
• Networking fundamentals.
• Familiarity with remote management tools and backup solutions such as Veeam and Dropsuite.

What we offer

• 401(k) with up to 3.5% match.
• Generous PTO and paid holidays.
• Paid training, certifications, and ongoing professional development.
• Transparent, communicative work environment with growth opportunities.