Lead Support Engineer

What began in 1968 as a small venture has evolved into something far greater than we could have imagined. Our roots are humble, but our growth has been shaped by bold ideas, hard-earned lessons, and an unwavering belief in the power of people. We don't just honor our past, we build on it every day, inspired by the legacy behind us and the possibilities ahead.

At Hill & Wilkinson, we believe great companies are built by great teams. That's why we're always looking for driven, curious, and value-aligned individuals to help shape what's next. If that sounds like you, we'd love to hear your story.

Members of Hill & Wilkinson Benefits Program have access to the following benefits:

• Health
• Dental
• Basic life insurance
• Short-term disability (Exempt Employees Only)
• Long-term disability (Exempt Employees Only)
• 401(k) retirement plan
• College 529 plan
• Paid Holidays
• Paid Vacations

Role: Lead Support Engineer

Position Summary

The Lead Support Engineer provides Tier I and Tier II technical support to all company employees and clients, ensuring that computer, mobile device, and technology-related issues are resolved promptly and effectively. This role serves as a technical leader within the support team, mentoring Support Engineers, promoting best practices, and helping team members develop their technical skills and overall effectiveness. The Lead Support Engineer is responsible for delivering exceptional customer service, maintaining high support standards, and contributing to the continuous improvement of IT support processes and procedures.

In addition to providing direct technical support, the Lead Support Engineer acts as a point of escalation for complex issues, assists with operational planning, and partners with IT leadership to improve service delivery, system reliability, and end-user experience.

Key Responsibilities

• Provide Tier I and Tier II technical support for hardware, software, network, mobile device, and application-related issues.
• Ensure timely resolution of support requests and escalate issues when appropriate.
• Mentor and coach Support Engineers to enhance technical knowledge and customer service skills.
• Assist in developing and documenting support processes, procedures, and knowledge base articles.
• Monitor support ticket queues and help prioritize workloads to meet service level expectations.
• Collaborate with other IT teams to resolve complex technical issues.
• Support onboarding, training, and professional development initiatives for support staff.
• Maintain a high level of customer satisfaction through effective communication and problem resolution.
• Serve as the primary escalation point for advanced technical issues that cannot be resolved by frontline support staff.
• Lead troubleshooting efforts for recurring or high-impact incidents and identify root causes.
• Assist with scheduling, workload balancing, and daily operational coordination of the support team.
• Monitor service metrics and identify opportunities to improve response times, resolution rates, and customer satisfaction.
• Ensure support activities comply with company security policies, standards, and regulatory requirements.
• Participate in system deployments, upgrades, migrations, and technology rollouts by providing end-user support and technical guidance.
• Configure, deploy, maintain, and troubleshoot desktops, laptops, mobile devices, printers, and peripheral equipment.
• Manage user accounts, permissions, and access requests in accordance with established security practices.
• Coordinate with vendors and third-party support providers when necessary to resolve technical issues.
• Participate in after-hours support or on-call rotations as required.
• Recommend improvements to support tools, workflows, automation, and documentation to increase team efficiency.
• Foster a collaborative, customer-focused team environment while promoting accountability and continuous learning.

Required Qualifications

• Associate or bachelor's degree in information technology, Computer Science, or a related field, or equivalent work experience.
• Five or more years of experience in IT help desk, desktop support, or technical support roles.
• Two or more years of experience providing technical leadership, mentoring, or team coordination.
• Strong knowledge of Windows operating systems and Microsoft 365 applications.
• Experience supporting Active Directory, Microsoft Entra ID (Azure AD), Exchange Online, and endpoint management solutions.
• Experience troubleshooting hardware, software, networking, VPN connectivity, printers, and mobile devices.
• Working knowledge of TCP/IP networking, DNS, DHCP, wireless networking, and remote access technologies.
• Experience with IT service management (ITSM) platforms and ticketing systems.
• Excellent troubleshooting, analytical, and problem-solving skills.
• Strong verbal and written communication skills with the ability to explain technical concepts to non-technical users.
• Ability to manage multiple priorities in a fast-paced environment while maintaining exceptional customer service.

Preferred Qualifications

• Experience supporting cloud-based environments and SaaS applications.
• Experience with Microsoft Intune, Autopilot, or other endpoint management platforms.
• Familiarity with scripting or automation using PowerShell.
• Experience working within ITIL-based service management practices.
• Industry certifications such as CompTIA A+, Network+, Security+, Microsoft Certified, or ITIL Foundation are preferred.

Key Competencies

• Technical leadership
• Customer service excellence
• Coaching and mentoring
• Critical thinking and problem solving
• Communication and interpersonal skills
• Time management and prioritization
• Process improvement
• Team collaboration
• Accountability and ownership
• Adaptability and continuous learning

Physical Requirements

• Ability to sit, stand, and work at a computer for extended periods.
• Ability to lift and move computer equipment weighing up to 50 pounds.
• Occasional travel between company locations (Richardson, Fort Worth, Temple & Austin) may be required.
• In-Office environment with occasional work in server rooms or equipment closets.

Equal Opportunity Employer, including disabled and veterans.