Technical Support Engineer I — MSP Growth Path

K Group Companies; Grand Rapids (MI); On-site; USD 60,000 - 80,000; Full time

Job summary

K Group Companies in Grand Rapids, MI seeks a Customer Support Engineer - Level 1 to join our Network Operations Center. You will own day-to-day break/fix service delivery for a diverse client base, advancing toward Systems Engineer Level 1 through guided training.

We emphasize hands-on Microsoft 365 management, endpoint support, and security tooling, with a strong focus on clear communication and customer satisfaction.

Qualifications

• 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.

Responsibilities

• Own service tickets from intake through resolution, maintaining accurate status, documentation, and time entry throughout the ticket lifecycle.
• Troubleshoot and resolve endpoint, 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.

Skills

Customer support

Troubleshooting

Communication

Microsoft ecosystem knowledge

On-site travel

Tools

Microsoft 365

Intune

RMM

Active Directory

Entra ID

ConnectWise Manage

Job description

K Group Companies in Grand Rapids, MI seeks a Customer Support Engineer - Level 1 to join our Network Operations Center. You will own day-to-day break/fix service delivery for a diverse client base, advancing toward Systems Engineer Level 1 through guided training.

We emphasize hands-on Microsoft 365 management, endpoint support, and security tooling, with a strong focus on clear communication and customer satisfaction.