IT Support

Role Purpose
This role offers an exciting opportunity to work with a Global Oil and Gas trading company. The IT Support Engineer is the first point of contact for employees requiring technology assistance. The role combines service desk and desktop support, providing responsive remote and hands-on assistance across the Houston office, including business-critical and trading users. The position logs, diagnoses and resolves day-to-day incidents and requests, maintains accurate records, and escalates complex or high-impact issues promptly to senior and specialist teams. We are seeking an entry-level Tier 1 IT Support Engineer to serve as a dedicated on-site resource embedded at a client's offices in Houston, TX. 

Key Responsibilities
Service Desk and User Support
•Answer support calls, Teams messages, emails and walk-up requests professionally and within agreed service levels.
•Log, classify, priorities, update and close incidents and requests in the IT service management platform with complete resolution notes.
•Resolve first-line issues involving passwords, account lockouts, MFA enrolment, Outlook, Teams, OneDrive, Microsoft 365 applications, printing and basic network connectivity.
•Keep users informed throughout the ticket lifecycle and escalate unresolved, recurring or business-critical incidents with clear diagnostics and supporting evidence.
•Support users remotely when required and coordinate with global infrastructure, cybersecurity and application teams.

Desktop, Device and Office Technology Support
•Install, configure, deploy and troubleshoot Windows laptops, desktops, docking stations, multi-monitor workstations, headsets, printers, scanners, desk phones and mobile devices.
•Prepare devices using approved build, imaging or provisioning processes and verify security controls, standard applications and updates before handover.
•Provide new joiner, mover and leaver support, including workstation setup, equipment recovery and completion of approved access-related tasks.
•Support meeting rooms, Microsoft Teams conferencing and audiovisual equipment, including readiness checks before important meetings.
•Assist with trading desk readiness checks and promptly report issues affecting business-critical users.

Account, Asset and Operational Administration
•Perform authorized basic Active Directory and Microsoft Entra ID activities such as password resets, account unlocks and group membership updates.
•Assist with Microsoft Intune enrolled-device checks, compliance remediation and mobile device setup under senior guidance.
•Maintain accurate assets, stock, assignment, warranty and equipment-return records; organize spare equipment and flag replenishment needs.
•Follow documented processes, security baselines, data-protection requirements and acceptable-use policies; immediately report suspected security incidents.
•Create and update user guides, knowledge articles, checklists and troubleshooting notes.

Qualifications and Experience
•Bachelor’s degree or diploma in Information Technology, Computer Science, Computer Engineering or a related discipline.
•0 to 2 years of experience in service desk, helpdesk, desktop support or another customer-facing technical role; relevant internships are acceptable.
•Entry-level certifications such as CompTIA A+, Microsoft 365 Fundamentals, ITIL 4 Foundation or Cisco Certified Support Technician are advantageous.

Technical Skills
•Working knowledge of Windows 10/11 and Microsoft 365 applications, including Outlook, Teams, OneDrive and Office.
•Basic Active Directory and Microsoft Entra ID user administration.
•PC, laptop, monitor, docking station, printer and peripheral installation and troubleshooting.
•Basic networking knowledge covering TCP/IP, IP addressing, DNS, DHCP, Wi-Fi, LAN cabling and VPN connectivity.
•Exposure to Microsoft Intune, endpoint security, ticketing tools and OS imaging or device-provisioning processes is advantageous.
•Basic mobile-device support for iOS and Android.

Behavioral Competencies
•Strong customer-service mindset and the ability to explain technical steps clearly to non-technical users.
•Ownership, reliability and attention to detail, especially for ticket notes, checklists and asset records.
•Composure when handling urgent requests and willingness to escalate early when business impact is high.
•Ability to work independently on routine tasks while collaborating effectively with regional and global teams.
•Fluency in English is required; additional languages are advantageous.

Key Performance Indicators
•First response and resolution performance against agreed service levels.
•First-contact resolution rate and appropriate escalation of complex incidents.
•Ticket quality, user communication and customer satisfaction.
•Accuracy of assets and stock records.
•Completion of readiness checks, onboarding tasks and documentation.

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.