IT Support Engineer (Tier 2)
Siepe
Full-time
On-site
Dallas, Texas, United States
Siepe is a fast-growing technology company headquartered in Dallas, TX – focused on helping investment managers turn complexity into clarity. We build software and data solutions that give hedge funds and financial services firms the visibility, speed, and confidence they need to make better decisions – faster.
Our platform delivers a unified source of truth that empowers our clients with real-time, actionable insights. We don’t just serve the industry – we help modernize it!
Siepe is profitable, privately held, and growing fast. We offer more than just competitive pay and great benefits—we offer the chance to do impactful work alongside sharp, driven teammates in a culture that rewards curiosity, initiative, and follow-through. Whether you come from finance, tech, or are charting a new path, you’ll find meaningful problems to solve, real ownership, and the momentum to grow your career with purpose.
We’re looking for an IT Support Engineer (Tier 2) with an excellent understanding of computers (both hardware and software) and a demonstrated willingness to learn and apply new technology. They must possess superior technical aptitude, the ability to deal effectively with people in a wide variety of situations, and desire to deal with escalated issues. The ideal candidate will have demonstrated mastery of all skills and responsibilities utilized by an Engineer 1 (T1).
We are currently looking for customer service focused engineers to be an escalation point for our T1 IT engineering team. Remote and occasional on-site client support will also be required. There is a heavy dependence on cloud-based technologies with very little onsite technology. It is vital that this role is carried out in a professional, courteous and friendly manner as they will be working very closely with our clients, some of which are high-profile, so being the face of Siepe is a critical component of this role.
What You'll Be Doing
- Collaborate with the Director of IT, IT Service Desk Manager, and IT teams across Implementation, Infrastructure, and Relationship Management to deliver exceptional client support.
- Serve as overflow front-line helpdesk support and the primary responder for escalations from Tier 1 IT Engineers.
- Review inbound and offshore-transferred tickets to ensure accuracy, proper routing, and timely resolution.
- Monitor the inbound queue to confirm all requests are prioritized and addressed appropriately.
- Participate in the Service Desk On-Call rotation to provide responsive client support.
- Deliver both remote and onsite technical support to clients as needed.
- Assist the IT Implementation team with deployment and implementation projects to ensure successful delivery.
- Test and refine standardized processes to improve consistency and efficiency in deployments.
- Mentor and support junior Service Desk Engineers through coaching, shadowing, and knowledge-sharing opportunities.
- Lead Tier 1 ticket reviews and ensure proper escalation workflows and service standards are consistently followed.
- Monitor ticket flow and time-sensitive issues to confirm timely updates and appropriate prioritization.
- Identify areas for improvement within Tier 1 operations and recommend actionable solutions.
- Develop and deliver training content, including hosting Lunch and Learn
- Oversee and implement new or migrated Microsoft CSP NCE subscriptions for clients.
- Participate in IT Service Desk candidate evaluations, including hosting practical tests, “Day in the Life” sessions, and providing interview feedback.
- Manage client and internal IT equipment procurement and deployment processes.
- Install, configure, and support local desktop applications in a Windows-based environment.
- Recommend, design, and implement customized technical solutions that enhance Siepe’s service quality and client satisfaction.
- Collaborate with senior leadership to provide technical expertise during client sales and business development initiatives.
- Uphold Siepe’s reputation for excellence by ensuring all client interactions reflect professionalism, reliability, and technical expertise.
- Must have current and ongoing authorization to work in the country of employment without the need for visa sponsorship, now or in the future.
What You’ll Bring
- Bachelor’s degree in a technology or business discipline or equivalent experience.
- 4+ years of experience working in Managed Services IT Service Desk environments with documented roles of increasing responsibility.
- In-depth knowledge of Microsoft operating systems (high-level understanding and working knowledge of Windows Server 2025, 2022, 2019 and Windows 10 and 11 is required).
- In-depth knowledge and experience with implementing and supporting Microsoft 365 and Azure Entra ID related policies and deployments, as well as support traditional Active Directory environment synced into Microsoft 365.
- In-depth knowledge of traditional Active Directory, Microsoft Entra ID, and Microsoft Intune/Endpoint including managing workstations, users, groups, access, permissions, and user data.
- Proven experience with implementing, troubleshooting, and managing Microsoft 365 Conditional Access policies.
- Experience with ConnectWise and proven ability accuracy with ticket/time entries with in-depth details.
- Knowledge of Microsoft Partner Portal management.
- Proven networking and infrastructure skills (e.g., configuration and support, firewall configuration and rule creation, troubleshooting of network route and connectivity issues, wireless access point setup).
- Hands-on experience with Amazon Web Services (AWS), including Workspaces, Security Groups, and LightSail.
- Demonstrated ability to identify and provide potential solutions for internal or client related technology issues.
- Experience scripting using PowerShell and command line tools.
- Strong internal and client communication skills with a proven track record of excellence.
- Excellent reputation for reliability, accountability, and collaboration within IT Operations teams
- Skill in properly setting expectations internally and with clients while maintaining consistent communication.
- Proven ability to meet deadlines and manage multiple priorities effectively.
- Demonstrated mastery of IT Support Engineer I (T1) skills and responsibilities.
- Familiarity with Cisco Meraki, Cisco Umbrella, and Ubiquiti UniFi networking products.
- Experience with QuickBooks, Bloomberg, and cloud VOIP systems.
- Skill in software deployment and user support.
- In-depth knowledge of supporting Microsoft Excel and related add-ins.
- Self-motivated, proactive, and eager to take on challenges.
As with all IT support positions, after-hours or weekend support will be required from time to time. With the wide range of work, the ability to prioritize and handle issues along with projects will be needed.
The position also involves supporting Siepe employees and systems.
This is an excellent opportunity for someone ready to gain invaluable experience on some of the most important cloud technologies in this space including AWS, Microsoft Azure, Office 365, Teams, Cisco Meraki, and Ubiquiti UniFi.
What We Offer
Compensation & Financial Well-being:
- Competitive Compensation Packages, including Annual Performance-Based Bonuses
- 401(k) Retirement Plan with company match to support your long-term financial goals
- Employee Referral Program – earn rewards for helping us grow our talented team
Health & Insurance Benefits
- Comprehensive Health, Dental, Vision, and Life Insurance
- Flexible plans tailored to support individuals and families
Learning & Career Growth
- Annual investment in your Learning & Development goals
- On-the-job exposure to innovative technologies and financial strategies
- Growth opportunities in a collaborative, fast-paced environment that values continuous improvement
Time Off & Flexibility
- Generous Paid Time Off (PTO)
- Flexibility to recharge and maintain work-life balance
In-Office Perks & Culture
- Daily meal delivery allowance when working from the office
- Monthly Celebrations and Quarterly Offsite Events
- Annual Holiday Party to celebrate milestones and build team connection
- A vibrant, inclusive office culture that blends fun with purpose
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.