Customer Support Engineer - Level 1

K Group Companies • Grand Rapids, MI

11d • Onsite

About The Position

The Customer Support Engineer - Level 1 is part of K Group's Network Operations Center team, responsible for daily break/fix service delivery for clients. This role bridges the gap between Help Desk Level 2 and Systems Engineer Level 1, offering more technical responsibility than a tier-two queue and more structured mentorship than a full systems engineering position. It is a customer-facing role where success is measured by ticket resolution, clear communication, and client satisfaction. K Group is a Microsoft-focused managed service provider and physical security integrator, and this role supports both aspects of the business. Candidates are not expected to have expertise in all areas, as structured cross-training is provided. The position is designed as a development path towards Systems Engineer Level 1, seeking a candidate with established experience who is aiming for that next level.

Requirements

• 3 to 5 years of experience in help desk, desktop support, or MSP service delivery.
• Working knowledge of the Microsoft ecosystem, including Microsoft 365, Entra ID, Active Directory, Exchange Online, and Windows Server.
• Hands-on experience with Intune or a comparable mobile device management platform.
• Daily working experience with RMM and remote monitoring tooling.
• Ability to review system and application logs, firewall configurations, and routing tables in support of troubleshooting. Advanced network expertise is not required.
• Strong written and verbal communication skills, with the ability to remain composed in high-pressure client situations.
• Willingness to cross-train into physical security and low voltage systems support.
• Interest in advancing toward a Systems Engineer Level 1 role.
• Valid driver’s license and ability to travel to client sites within the West Michigan region.

Nice To Haves

• Direct experience with IP camera platforms, card access control systems, or nurse call systems.
• General low voltage knowledge, including structured cabling and device installation.
• Experience supporting healthcare or senior living environments.
• Microsoft certifications such as MS-900, AZ-900, or MD-102, or networking certifications such as CompTIA Network+ or Security+.
• Familiarity with ConnectWise Manage or a comparable PSA platform.
• PowerShell scripting at a working level.

Responsibilities

• Own service tickets from intake through resolution, maintaining accurate status, documentation, and time entry throughout the ticket lifecycle.
• Troubleshoot and resolve endpoint, application, identity, connectivity, and server-side issues across a diverse client base.
• Triage and prioritize work based on client impact and contractual service levels.
• Escalate to Systems Engineering when an issue exceeds the scope of the role, providing complete context, logs, and troubleshooting history.
• Administer and support Microsoft 365, including Exchange Online, Teams, SharePoint, and OneDrive.
• Manage identity and access in Entra ID and on-premises Active Directory, including accounts, security groups, group policy, conditional access, and MFA.
• Support Windows Server environments, including file and print services, DNS, DHCP, patching, and routine health checks.
• Deploy, configure, and troubleshoot endpoints through Intune, including compliance policies, application deployment, and Autopilot provisioning.
• Work daily within RMM and monitoring platforms, responding to alerts, validating agent health, and executing scripted remediations.
• Review infrastructure and application logs to identify root cause.
• Perform network troubleshooting across VLANs, DNS, DHCP, and VPN connectivity, including reviewing firewall rules and routing tables.
• Support backup and endpoint security platforms by verifying job status, investigating failures, and confirming remediation.
• Provide remote support for physical security systems, including IP video surveillance, door and card access control, and nurse call platforms.
• Troubleshoot device connectivity, controller communication, credential and permission issues, and client software access problems.
• Support field technicians during on-site work by verifying configuration, confirming device communication, and resolving system-side issues remotely.
• Coordinate with manufacturer support and internal engineering resources when escalation is required.
• Develop and maintain working proficiency in K Group supported physical security platforms. Cross-training is provided for candidates without a prior background in these systems.
• Communicate ticket status proactively so clients are not required to request updates.
• Translate technical detail into clear, actionable language for non-technical stakeholders.
• Represent K Group professionally on calls, remote sessions, and on-site visits.
• Identify recurring issues and raise them to leadership as candidates for permanent resolution.
• Maintain accurate client documentation covering configurations, network detail, and site-specific conditions.
• Contribute to the internal knowledge base to support consistent service delivery across the team.
• Participate in on-call and after-hours rotation as scheduled.

Benefits

• Structured cross-training is provided.
• Development path toward Systems Engineer Level 1.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed