IT Support Technician

Proactive Technology Management•Ferndale, MI

1d•Onsite

About The Position

Proactive Technology Management is hiring an experienced IT technician at the Integrator level to work in the Detroit Metro area. The role is based at the company’s Ferndale, Michigan office and involves mostly remote troubleshooting, with on-site visits as needed. Technicians may also work remotely or on site with clients as they progress. Initially, the technician will not be assigned clients; with growth into a senior technician role, they may become a Primary and work directly with specific clients, supporting their technology needs and helping guide purchasing decisions, set up equipment, and implement services. The company describes a career path from Technician to Integrator to Engineer to Consultant, with opportunities to take on larger clients or specialize in areas such as security, networking, or cloud. The position calls for someone who enjoys helping people with technology, communicates well, works independently, and can collaborate with a remote team. The first month includes onboarding and shadowing, followed by increasingly active troubleshooting, client interactions, on-site projects, ticket handling, and time tracking in ConnectWise Manage. The billable-hours target rises each week during the first month: 0 hours in week one, 12 in week two, 20 in week three, and the established target of 26, 28, or 30 hours in week four. A 30-day check-in reviews confidence, time tracking, and job expectations. The posting describes a Monday–Friday schedule and one Saturday per month during the first 18 months. It also describes the role as fully on-site at the Ferndale office, while separately stating that the Integrator-level technician would work a hybrid schedule, with most troubleshooting handled remotely and client visits as needed.

Requirements

At least 5 years of Office 365 and Windows Server experience.
At least 5 years of firewall troubleshooting experience with products such as Sophos, Cisco, SonicWall, or WatchGuard.
At least 5 years of network setup experience, including installing access points, switches, and firewalls.
Extensive experience in virtualization and networking.
Strong grasp of networking, Office 365, Windows desktops, Windows servers, Active Directory, and security fundamentals.
Knowledge of troubleshooting, implementation, and installation.
Excellent customer service and communication skills.
Motivation, independence, accountability, and ability to work with a remote team.
Ability to work a Monday–Friday schedule and one Saturday per month for the first 18 months.

Nice To Haves

Four or more years working at or above Tier 3-level support or in a specialist role (preferred).
Bachelor’s degree.
IT-related certifications.
Managed service provider (MSP) experience.

Responsibilities

Troubleshoot client issues remotely and visit client sites when required.
Set up customer networks, from cloud services to end-user devices.
Install, configure, maintain, and support Windows servers.
Provide ongoing support for access points, firewalls, and switches.
Handle tickets, calls, and hand-offs from other team members, and participate in the call queue.
Track work time consistently in ConnectWise Manage.
Work directly with clients and other IT professionals, providing customer service and technical support.
As assigned to clients in a senior role, guide purchasing decisions, set up equipment, and implement services.