Customer Support Engineer - Level 1

Job description

# **Customer Support Engineer - Level 1** ## **About K Group Companies** 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.** ## Role Overview 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 with expertise in 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. ## Core Responsibilities #### Break/Fix & Service Delivery - 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. #### Microsoft Systems Administration - 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. **Monitoring, Tooling & Infrastructure Support** - Work daily within RMM and monitoring platforms, responding to alerts, validating agent health, and executing scripted remediations. - Review infrastructure and application logs to identify root cause. - Perform network troubleshooting across VLANs, DNS, DHCP, and VPN connectivity, including reviewing firewall rules and routing tables. - Support backup and endpoint security platforms by verifying job status, investigating failures, and confirming remediation. **Physical Security & Low Voltage Support** - 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 is required. - Develop and maintain working proficiency in K Group supported physical security platforms. Cross-training is provided for candidates without a prior background in these systems. **Customer Experience** - Communicate ticket status proactively so clients are not required to request updates. - Translate technical detail into clear, actionable language for non-technical stakeholders. - Represent K Group professionally on calls, remote sessions, and on-site visits. - Identify recurring issues and raise them to leadership as candidates for permanent resolution. **Documentation & Continuous Improvement** - Maintain accurate client 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-hours rotation as scheduled. ## What Success Looks Like in Year One 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 esc