Service Engineer - II

General Summary

We are a growing Managed Service Provider (MSP) with a strong focus on cybersecurity, and we are looking for a Service Engineer to join our team. This role is an exciting opportunity for someone who is passionate about IT, enjoys solving complex problems, and thrives in a fast paced client-facing environment. You will be primarily responsible for supporting our clients, both remotely and onsite, as to ensure the integrity, performance and security of their IT systems, provide advanced troubleshooting, and contribute to our goal of delivering excellent support and cybersecurity solutions.

Core Job Responsibilities

Remote & Onsite Support:

• Provide both remote and onsite technical support to clients, maintaining professionalism and ensuring that client systems are running smoothly.
• Configure, manage and troubleshoot Microsoft-related technologies – Microsoft 365, Entra, SharePoint, Teams, OneDrive along with server and workstation operating systems.
• Visit client sites in the West Michigan area to perform proactive and reactive services and assessments
• Service and support at the network level - including WAN/LAN connectivity, routers, firewalls, VPN, DNS and DHCP services.

Project Work:

• Microsoft 365 configuration/migration
• 3CX VoIP phone system design and implementation
• Workstation delivery and installation at client offices
• Networking infrastructure such as Meraki and Unifi
• SharePoint Online configuration/migration

Additional Responsibilities:

• Design, deploy and maintain customized IT solutions to meet the unique needs of our clients.
• Advise and support clients in the secure, practical adoption of approved AI tools, including implementation, administration, troubleshooting, and user enablement.
• Deliver comprehensive IT Support tailored to client-specific technology environments, including core business applications, virtual environments, and network systems.
• Respond to escalated client requests in a timely manner meeting or exceeding the SLA.
• Mentor Level 1 engineers and collaborate with Level 3 engineers to ensure escalated issues are handled effectively and efficiently.
• Accurately document systems, processes, and incident resolutions in a clear and comprehensive manner.
• Ability to maintain ownership and remain in contact with the client through completion of the ticket or request.

Knowledge, Skills and Abilities

• Minimum 2-year experience in managing and troubleshooting Active Directory, including user accounts, permissions, and security policies, as well as Microsoft Windows Server support.
• Proficiency in Office/Microsoft 365 support, including user management, email configurations, and collaboration tools.
• Expertise in network infrastructure management, including switching, VLAN, routing, and firewall configurations.
• Strong background in VoIP phone systems, data backup and recovery, and cybersecurity best practices.
• Advanced diagnostic and multitasking abilities to manage complex IT environments effectively.
• Excellent interpersonal and communication skills with a focus on customer care and satisfaction.
• Self-motivated, adaptable, and proactive in a dynamic MSP environment with a passion for continuous learning.
• Ability to work collaboratively within a team, fostering a supportive environment to achieve better results together.

Benefits for Service Engineer

• Quarterly bonuses
• Trainings and certifications
• Health benefits
• 401k
• PTO & remote/work-from-home opportunities
• Work on projects

Job Type: Full-time

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Professional development assistance

Compensation Package:

• Bonus opportunities
• Holiday pay
• Hourly pay
• Overtime pay
• Performance bonus
• Quarterly bonus

Work Location: Hybrid remote in Holland, MI 49423