Level II IT Support Technician

Macro Connect, Inc.; Detroit (MI); On-site; USD 65,000 - 75,000; Full time

Job summary

Macro Connect, a growing Managed Service Provider in Detroit, seeks a Level II IT Support Technician to resolve diverse IT problems for clients. The role involves both on-site and remote support, handling advanced technical issues primarily in the Metro Detroit area. Candidates should have strong communication skills, a proactive attitude, and experience in a similar MSP setting.

Benefits

Health insurance

Dental insurance

Vision insurance

Life insurance

Paid time off

401K Retirement plan with company match

Short term disability

Company-wide performance-based annual bonus

Profit sharing

Qualifications

• 5+ years of experience in IT support and escalation roles.
• Experience working with Managed Service Providers (MSP) preferred.
• Exceptional verbal and written communication skills.

Responsibilities

• Provide both in-person and remote IT support services.
• Integrate and solve network issues in various client environments.
• Document client networks and maintain knowledge base.

Skills

Problem Solving

Client Communication

Attention to Detail

Time Management

Education

Relevant degree or certifications

Tools

MS Office Suite

Google Workspace

Job description

Level II IT Support Technician

Department: Service Delivery

Reports to: Service Manager

Salary: $65,000-$75,000

There is no visa sponsorship available for this role.

Does this sound like you?

• Would you love solving IT problems for clients and handling escalated tickets from other technicians?
• Have you tackled nearly every thorny IT issue from Windows & Google troubles to server and network engineering issues?
• Do you love working at a variety of clients, interfacing with them, and being an awesome team member?
  
  

Most importantly, do you have experience working for an MSP and enjoy it? If so, our Level II Onsite Support Technician role may be the one for you!

What does this job entail?

This role will include both in-person and remote service work, including some after-hours work dependent on the client.

Our clients are located predominantly in the Metro Detroit area. You may be called to integrate or solve problems in environments rich in Windows Server, Exchange, cloud infrastructure (M365 or Google Workspace), networking, VPN's, firewalls, or backup systems. In interfacing with Macro Connect clients, you will need strong skills communicating with clients.

The role will require prompt arrivals to client sites, follow-up with clients, and meticulous written communication to team members and clients alike in our PSA, AutoTask.

Required Skills And Experience

• Administration, including adding/removing users & groups from both cloud and on-premises directory systems, configuring file permissions, and checking event logs.
• Administration of e-mail applications (MS Office Suite & Google Workspace), including adding/removing users and groups, configuring folder permissions as needed, forwarding email to other accounts, and adding aliases.
• Network infrastructure implementation and support, including physical and virtual servers, routers, firewalls, switches, wireless access points
• Understanding of and ability to install, configure and test workstation hardware including video cards, NICs, sound cards, hard drives, smartphones, and tablets.
• Server Experience, preferably with Windows Servers
• Ability to configure file, print, and remote access services
• Mobile Device Management (cell phones and tablets) and experience with VoIP Telephone Systems
• Experience with Access control, Surveillance, and A/V streaming and recording services
• Physical repair of laptops and workstations including laptop screen replacement
• Comfort with Active Directory Set-Up & Management
• Willingness to assist multiple technicians on a variety of projects and support tickets
• Documentation of Client Networks in our Knowledge Base
• Exceptional time entry skills with tickets accounting for at least 8 hours
• Strong verbal and written client communication skills
  
  

Attitude & Soft Skills Required

• Taking ownership of tasks and follows through to ensure complete resolution
• Taking a personal interest in, and responsibility for, quality of work you perform or are associated with
• Ability to pay close attention to detail while performing technically detailed tasks
• Ability to deal effectively with stressful situations
• Ability to provide accurate time estimates for how long a task will take in the scoping process
• Ability to quickly learn new technologies through self-study, training, and certifications.
• Ability to articulate technical information clearly and simply to non-technical people
• Being self-motivated and self-directed
• Willingness to share information, support others, and work on across teams to achieve common goals
  
  

Minimum Requirements

• Relevant degree and/or certifications and 5+ years of experience in an IT support and escalation role
• Reliable transportation for use during business hours and occasionally in the evenings
• Ability to be a self-starter, who can be trusted to work largely unsupervised
• Ability to pass a criminal background check
• Strong preference for previous MSP experience
  
  

Macro Connect Benefits

• Health insurance
• Dental insurance
• Vision insurance
• Life insurance
• Paid time off
• 401K Retirement plan, including up to a 3.5% company match
• Short term disability
• Company-wide performance-based annual bonus
• Profit sharing
  
  

Who is Macro Connect?

Macro Connect is a small but growing Managed Service Provider team working out of a historic library in Detroit. We are focused on helping schools and businesses achieve breakthrough performance by leveraging technology.

Our goal is to hire a Level II IT Technician that fits with our company values and can provide extraordinary service to our customers.

Shared values are as important to us as skillset. We like and care about our co-workers and will drop everything to help someone in need. We care deeply about the Metro Detroit community and believe we can play a part in the bright future ahead. We are constantly seeking out opportunities to expand our expertise and improve our clients' environments. If we are working against a deadline, we do whatever it takes to meet it. If we face a difficult challenge, we work together to overcome it. If we make a promise, we see it through.

We deal with demanding clients and we expect our employees to take that in stride, keep a smile on their face, and produce great results. Details matter to us and we pride ourselves on getting things right the first time. We are obsessed with technology, hardware, and software and its application in schools and businesses and are excited when we can provide a solution that improves outcomes.

Notes About Our Application Process

• A member of our team reviews every resume.
• We do not use AI when reviewing or responding.
• We move forward the most qualified candidates from an experience perspective, who also have very strong answers to our questionnaire.
• If you are not invited to interview, you will receive a declination email at some point during the process.
• We will not respond to candidates calling for updates on their application. Please email only; no calls.