Systems Engineer 1

K Group Companies • Grand Rapids, MI

1d

About The Position

The Systems Engineer I supports customer accounts by helping keep technical systems running smoothly. Working with guidance from senior engineers, this role analyzes service tickets, troubleshoots and investigates issues to maintain and improve system performance, responds to customer requests and concerns, and installs and updates hardware and software components. This position is an entry point into the engineering team, with a focus on building hands-on technical skills and strong customer service habits.

The role assists senior engineers with project work from kickoff through completion, supports onsite and remote deployments, implements customer system upgrades and updates, and investigates issues within customer networks and IT systems. The engineer owns assigned tasks, communicates progress and blockers, and escalates complex or unresolved problems with relevant details. The role also identifies potential upsell opportunities during service tickets and refers them to the appropriate account or sales contact.

Requirements

• Foundational knowledge of computer systems, hardware, and software, with the ability to apply that knowledge to routine support tasks.
• Ability to use established troubleshooting methods to investigate routine technical issues, document findings, and resolve problems within assigned responsibilities.
• Ability to recognize when an issue requires senior engineer support and escalate it with relevant details.
• Ability to work collaboratively in cross-functional teams and communicate technical information effectively to technical and non-technical stakeholders.
• Ability to organize assigned deployment and support tasks, meet agreed deadlines, and communicate progress or blockers.
• Ability to work with the project lead or senior engineer to prioritize competing requests.
• A relentless focus on providing excellent customer service.

Nice To Haves

• Foundational familiarity with EDR and XDR; SentinelOne exposure preferred.
• Foundational familiarity with cloud administration tools; Intune, Entra ID, and Azure exposure preferred.
• Basic familiarity with phone system support; 3CX and/or RingCentral exposure preferred.
• 2+ years of helpdesk or technical support experience preferred; demonstrated skills are valued over time served.

Responsibilities

• Support new project deployments, both onsite and remotely, under the direction of a project lead or senior engineer.
• Work alongside project team members to complete assigned tasks and meet project expectations.
• Implement system upgrades and updates for customers following established procedures.
• Troubleshoot customer issues thoroughly, complete customer-facing tasks with guidance from senior engineers, and escalate complex or unresolved problems when needed.
• Investigate and resolve problems within customer networks and IT systems using established troubleshooting methods.
• Communicate proactively with team members regarding task status, availability, and blockers.
• Identify potential upsell opportunities during the lifecycle of a service ticket and pass them to the appropriate account or sales contact.
• Act as a professional, responsive point of contact on assigned tickets and tasks, building trust and keeping customers updated on progress.
• Take ownership of assigned duties, seek feedback, and look for ways to improve while building skills with guidance from senior staff.

Benefits

• Competitive base salary based on experience
• Bonus and commission programs
• Paid Time Off (PTO)
• Volunteer Paid Time Off (VTO)
• 100% employer-paid family health insurance premium
• 100% employer-paid disability insurance
• 100% employer-paid dental and vision insurance
• 401(k) with annual Safe Harbor contributions from the company
• Profit-sharing opportunities

What This Job Offers

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