IT Support Engineer

Structured Technologies is looking for an experienced, customer-focused IT Support Engineer to join our growing Managed Services team.

We are looking for someone who takes ownership of problems and works to make our clients successful.

This is not a traditional help desk position. Our engineers provide both remote and onsite support. You must be comfortable walking into a client's environment, understanding the technology in front of you, troubleshooting the problem, and performing the work necessary to resolve it.

If you enjoy solving problems, working directly with customers, and getting your hands on technology, this may be the right opportunity for you.

Responsibilities:

• Provide remote and onsite technical support for multiple business clients.
• Troubleshoot and resolve Windows workstation, server, network, and application issues.
• Diagnose hardware and software problems and perform repairs or replacements when necessary.
• Install, configure, and maintain computers, servers, printers, network equipment, wireless access points, and other IT equipment.
• Troubleshoot TCP/IP, DNS, DHCP, Wi-Fi, VPN, and basic network connectivity issues.
• Troubleshoot switches, firewalls, wireless networks, and other network infrastructure.
• Support Microsoft 365, including Outlook, Teams, OneDrive, SharePoint, and Exchange Online.
• Administer and troubleshoot Active Directory and Microsoft Entra ID.
• Perform user onboarding and offboarding.
• Troubleshoot MFA and authentication issues.
• Use RMM and PSA/ticketing systems to monitor, troubleshoot, document, and manage client issues.
• Properly document troubleshooting steps, solutions, and work performed.
• Prioritize tickets based on urgency, client impact, and service-level requirements.
• Communicate effectively with clients throughout the troubleshooting and resolution process.
• Escalate issues appropriately while maintaining ownership of the client's problem.
• Travel to client locations to perform onsite troubleshooting, installations, upgrades, and maintenance.
• Assist senior technicians with larger infrastructure projects when required.
• Maintain a professional appearance and attitude while representing Structured Technologies at client locations.

What We Expect from You

We are looking for someone who can work independently and isn't afraid to say: "I'll figure it out." You should be able to walk into a client's office or network room and have a basic understanding of what you're looking at. You don't need to know everything. We expect technicians to research, learn, and ask questions when necessary. What matters most is your ability to think through a problem, troubleshoot logically, and take ownership of finding a solution.

Technical Skills

Experience with many of the following is expected:

• Windows 10/11
• Windows Server
• Active Directory
• Microsoft 365
• Exchange Online
• Microsoft Entra ID / Azure AD
• Outlook
• Teams
• OneDrive
• SharePoint
• DNS and DHCP
• TCP/IP networking
• VPN troubleshooting
• Wi-Fi troubleshooting
• Basic firewall troubleshooting
• Network switches
• Printers and peripherals
• Hardware diagnosis and replacement
• Software installation and troubleshooting
• RMM platforms
• PSA/ticketing systems
• Remote support tools
• MFA and authentication troubleshooting
• Basic PowerShell

MSP Experience - Previous Managed Service Provider experience is strongly preferred.

Experience with:

• PSA/ticketing systems
• RMM platforms
• Ticket prioritization
• SLA requirements
• Working with multiple clients
• Remote and onsite support
• Client communication
• Technical documentation
• Escalation procedures
• Time management
• Standardized troubleshooting procedures
• Managing competing priorities

Additional Skills That Are a Plus - Experience with any of the following will set you apart:

• PowerShell scripting and automation
• Advanced Active Directory
• Group Policy
• Microsoft Intune
• Microsoft Entra administration
• Advanced networking
• Firewall administration
• Microsoft 365 administration
• Cybersecurity and endpoint security
• Backup and disaster recovery
• Virtualization
• Azure Virtual Desktop
• Network monitoring
• IT documentation and process development

Character Traits We Value

Technical knowledge is important, but how you work is just as important to us.

We are looking for someone who is:

• Customer-focused – Genuinely wants to help people and provide a positive experience.
• Professional – Communicates respectfully and represents our company well.
• Patient – Remains calm when working with frustrated or non-technical users.
• Curious – Enjoys learning how technology works and figuring out unfamiliar problems.
• Analytical – Troubleshoots logically instead of randomly trying solutions.
• Resourceful – Knows how to research and find answers independently.
• Accountable – Takes ownership of an issue through resolution.
• Reliable – Follows through on commitments.
• Adaptable – Comfortable working with different clients and technologies.
• Detail-oriented – Understands that small details can make a big difference.
• Team-oriented – Willing to collaborate and share knowledge.
• Self-motivated – Can stay productive without constant supervision.
• Organized – Can manage tickets, documentation, tasks, and competing priorities.
• Professional under pressure – Maintains composure during outages and emergencies.
• A continuous learner – Wants to continually improve technical skills.
• Honest and transparent – Communicates what they know, what they don't know, and what they are doing to resolve the problem.
• Process-minded – Understands the importance of following procedures and documenting work.
• Positive – Contributes constructively even when dealing with difficult problems.
• Ownership-minded – Treats a client's problem as something they personally need to help solve.

What Success Looks Like

A successful engineer at Structured Technologies doesn't simply close tickets, they:

Understand the problem → Diagnose the cause → Communicate with the client → Fix the problem → Document the solution → Follow up.

Our clients trust us with their businesses and their technology. We expect our engineers to take that responsibility seriously.

Qualifications:

• Associate degree in Information Technology, Computer Information Systems, Network Administration, Cybersecurity, or a related field preferred.
• 3+ years of professional IT support experience preferred.
• Previous MSP experience preferred.
• Strong troubleshooting and problem-solving skills.
• Ability to work independently in client environments.
• Excellent verbal and written communication skills.
• Ability to manage multiple priorities.
• Valid driver's license and reliable transportation.
• Ability to travel to client locations throughout the Flint/Mid-Michigan area.
• Ability to occasionally work outside normal business hours for maintenance, upgrades, or emergency situations.

Why Join Structured Technologies?

At Structured Technologies, you're not just another ticket number. You'll work with a variety of businesses, technologies, and environments. Every day presents a different challenge, giving you the opportunity to continue developing your technical skills and becoming a better technician.

If you're someone who takes pride in solving problems, enjoys working with people, and wants to be part of a team that takes care of its clients, we'd like to hear from you.

Pay: From $26.00 per hour

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Work Location: In person