Tier 1 Managed Services Engineer - HRM

For more than 40 years, Calian has been solving the world’s most complex problems by pairing the brightest minds with powerful technology. Calian solutions impact the world; from the satellites in space that connect us to the farms that feed us, from the medical professionals who care for us to the governments, schools, and companies that make the world better every day.

Position Overview

We are seeking an Engineer, Cloud & Managed Services (Tier I) to join our Managed Services Provider (MSP) team. While employed through the MSP, this role is dedicated to supporting a single client in the mortgage industry. The position provides hands-on technical support and white-glove service at the client’s corporate office, with the opportunity for a hybrid schedule after the onboarding period. The ideal candidate will have prior service desk experience, a strong technical foundation, and the ability to thrive in a fast-paced, high-demand environment while maintaining excellent customer service.

Responsibilities

• Provide Tier I technical support to end users, both onsite and remotely.
• Manage, prioritize, and document support requests through Zendesk.
• Troubleshoot and resolve issues related to:
  • Network infrastructure (Meraki or similar)
  • Microsoft Intune and Entra
  • VMware virtualization environment
  • Windows servers and their roles
• Deliver professional, white-glove field service support
• Escalate complex issues as necessary, ensuring timely resolution.
• Maintain accurate and detailed ticket documentation.
• Support end users by providing guidance on IT policies, tools, and best practices.
• Perform effectively under pressure in a high-stress environment 

Qualifications

• Associate degree in Information Technology or a related field, OR minimum of 2 years of experience in a service desk or IT support role.
• Hands-on experience with:
  • Zendesk (or comparable ticketing system) 
  • Network infrastructure (Meraki or similar) 
  • Microsoft Intune and Entra 
  • VMware virtualization platforms
• Basic understanding of Windows server roles and functions.
• Strong interpersonal skills: active listening, communication, and customer service.
• Ability to multi-task, adapt to changes quickly, and manage time effectively.
• Technical awareness: ability to match resources and tools to technical issues.
• Service awareness of IT services being supported.
• Typing and documentation skills to ensure quick, accurate entry of service request details.
• Self-motivated with the ability to work in a fast-paced environment.
• Perform other duties as required and/or assigned
• Must be eligible to work in the U.S. without the need for sponsorship.

EEO Statement

Calian is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation, or any other characteristic protected by law.

Job Title: Tier 1 Engineer, Managed Services

Requisition number: 2041
Date: September 23, 2025
Location 1: Allen, TX
Remote: Hybrid
Business Unit: IT & Cyber Solutions
Department: Information Systems & Information Technology
Job Type: Full-time
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