System Engineer II (Managed Service Provider

Overview

The Systems Engineer II plays a pivotal role in delivering exceptional service to our customer accounts by ensuring the seamless operation of technical systems. This position requires a proactive approach in analyzing service tickets, problem-solving, and investigating issues to maintain and enhance system performance. Responsibilities include addressing customer complaints, as well as installing and updating both hardware and software components.

• Project Management:
  Lead projects from inception to completion, ensuring quality and timely delivery
• Customer Relations:
  Serve as the primary customer liaison, building strong relationships and providing regular updates
• Technical Ownership:
  Take ownership of duties, proactively seek improvements, and mentor junior staff
• Success Driver:
  Contribute to customer satisfaction and operational efficiency through a combination of technical expertise, project management, and leadership

• Lead and own new project deployments both onsite and remotely
• Collaborate with project resources to ensure project completion and meet expectations
• Implement upgrades and updates to systems for customers
• Engage in thorough troubleshooting and oversee customer-facing tasks with limited guidance
• Investigate and resolve problems within customer networks and IT systems using established troubleshooting methods
• Prioritize effective communication, coordinating with team members to ensure even distribution of work
• Recognize opportunities for upselling throughout the lifecycle of service tickets

• Strong working knowledge of computer systems, hardware, and software, with specific, demonstrable experience in:
• Network Infrastructure:
  Configuration, management, and troubleshooting of Juniper routers, switches, and firewalls (Junos OS/MIST experience highly preferred)
• Security Solutions:
  Deployment and administration of Barracuda products (e.g., Email Security Gateway, Cloud Gen Firewall, Web Application Firewall, Backup)
• VoIP/Communication Systems:
  Implementation and support of 3CX and/or Ring Central phone systems
• Minimum 3-5 years of relevant IT experience required
• Strong troubleshooting skills with the ability to identify and resolve complex technical problems across diverse systems
• Ability to work collaboratively in cross-functional teams and communicate effectively technical information to both technical and non-technical stakeholders
• Proven ability to meet deadlines and handle multiple tasks, particularly in managing concurrent deployment or support projects involving our core technology stack
• A relentless focus on providing excellent customer service

K Group is a locally owned and operated technology service provider established in Grand Rapids, MI in 1980. We proudly serve clients across the United States, with a focus on Michigan. Our expertise spans a wide spectrum of technologies and services, ensuring we deliver exceptional solutions at the highest level of quality.

“Great, focused, team environment.”

For more than 40 years, K Group Companies has been a premier technology provider in West Michigan. As a local, 3rd generation family-owned business, we pride ourselves on reliable, intentional, and committed relationships with our customers and each other. We value collaboration and making a difference as a team.

• Competitive base salary based on experience
• Bonus and commission programs
• Paid Time Off (PTO)
• Volunteer Paid Time Off (VTO)
• 100% employer paid family health insurance premium
• 100% employer paid disability insurance
• 100% employer paid dental & vision insurance
• 401k with Safe Harbor contributions from company annually
• Profit sharing opportunities