Customer Support Engineer - Level 1
Lever, Inc.
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Job summary
K Group Companies, based in Grand Rapids, MI, is seeking a Customer Support Engineer - Level 1 to join our Network Operations Center. This role is customer-facing and focuses on break/fix service delivery across a range of environments.
The candidate will support Microsoft 365 workloads, identity management, and Windows Server infrastructure, with cross-training toward Systems Engineer Level 1. Onsite work is required in Grand Rapids, Michigan.
Qualifications
- 3–5 years of experience in help desk, desktop support, or MSP service delivery.
- Strong knowledge of Microsoft 365 ecosystem: Entra ID, AD, Exchange Online, and Windows Server.
- Experience with Intune or similar MDM platform.
- Experience with RMM and remote monitoring tooling.
- Ability to review logs, firewall configurations, and routing tables for troubleshooting.
Responsibilities
- Own service tickets from intake to resolution with accurate status and documentation.
- Troubleshoot endpoint, application, identity, connectivity, and server issues for diverse clients.
- Triage and prioritize work based on client impact and SLAs.
- Escalate to Systems Engineering when needed with complete context.
Skills
Tools
Job description
K Group Companies is a locally owned and operated master integrator headquartered in Grand Rapids, Michigan, with a proud history dating back to 1980. We support customers across the United States by delivering innovative, high-quality technology solutions across managed IT, physical security, and integrated services.
As a third-generation, family-owned business, we’ve built our reputation on long-term relationships, trusted expertise, and a commitment to doing things the right way for our customers and for each other.
We believe great work happens when people feel connected to their purpose, their team, and their growth.
Why K Group Companies?
At K Group Companies, culture is built on long-standing relationships, both with our customers and with each other.
Our team is made up of people who take pride in solving problems, supporting one another, and delivering work that reflects the standards we’ve built our reputation on. Whether it’s designing secure environments for customers, supporting critical IT infrastructure, or collaborating across teams, we operate as one organization working toward shared success.
We also believe work should be fulfilling and enjoyable. From friendly gaming competitions in our Team Zone arcade to grabbing lunch together in the community, we value connection and teamwork just as much as technical excellence.
What you can expect here:
- A family-owned company with deep roots in West Michigan
- A trusted advisor culture built over 40+ years of relationships
- The opportunity to work across diverse, real-world technology environments
- A team-oriented culture grounded in accountability, collaboration, and pride in workmanship
- A workplace where people genuinely know and support each other
We believe we are better together, and that belief shows up in everything we do.
Work Authorization Requirement: Applicants must be legally authorized to work in the United States at the time of application. This position does not offer employment visa sponsorship now or in the future. This role is 100% onsite in Grand Rapids, Michigan. No third-party recruiters, agencies, or C2C arrangements.
The Customer Support Engineer - Level 1 sits on K Group’s Network Operations Center team and owns day-to-day break/fix service delivery for our client base. The role is positioned between Help Desk Level 2 and Systems Engineer Level 1, carrying more technical responsibility than a tier-two queue with more structure and mentorship than a full systems engineering seat.
This is a customer-facing role. Success is measured by resolved tickets, clear communication, and clients who feel supported throughout the process.
K Group is a Microsoft-focused managed service provider and a physical security integrator. This role supports both sides of the business. Candidates are not expected to arrive withexpertisein every area, and structured cross-training is provided.
The position is intended as a development path toward Systems Engineer Level 1. We are looking for a candidate with established experience who is actively working toward that next level.
- Own service tickets from intake through resolution,maintainingaccuratestatus, documentation, and time entry throughout the ticket lifecycle.
- Troubleshoot and resolveendpoint, 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,validatingagent health, and executing scripted remediations.
- Review infrastructure and application logs toidentifyroot cause.
- Perform network troubleshooting across VLANs, DNS, DHCP, and VPN connectivity, including reviewingfirewallrules 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 isrequired.
- Develop andmaintainworkingproficiencyin K Group supported physical security platforms.Cross-training is provided for candidates without a prior background in these systems.
- Communicate ticket statusproactivelyso clientsare not required torequest updates.
- Translate technical detail into clear, actionable language for non-technical stakeholders.
- Represent K Group professionally on calls, remote sessions, and on-site visits.
- Identifyrecurring issues and raise them to leadership as candidates for permanent resolution.
- Maintainaccurateclient 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-hoursrotation as scheduled.
To be defined collaboratively with leadership. Initial indicators may include:
- Consistent ownership of an assigned ticket queue, with response and resolution times meeting or exceeding service level agreements.
- A measurable reduction in escalations to SystemsEngineering forissues within the scope of the role.
- Escalationssubmittedwith complete documentation and accepted without rework.
- Working proficiency in supported physical security platforms, developed through cross-training or existing experience.
- Positive client feedback anddemonstratedownership of complex service situations.
- Documented progress against a development plan toward Systems Engineer Level 1.
- 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.
Bonus qualifications:
- 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.
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