Support Desk Engineer

About Us:

Since 1986, Vista IT Group has grown into one of the largest privately held national solutions providers in West Michigan. We offer our customers a flexible managed services business model that serves as a strategic complement to internally managed IT resources. Having deep roots in traditional data center infrastructure, our expertise makes us a strategic partner in traditional information technology supply chains.

We also operate staging, integration, and logistics facilities that enable consistent, scalable deployments and lifecycle management.

Why Join Vista IT Group?

Vista IT Group is a collaborative, growth-focused organization that values innovation, teamwork, and continuous improvement. Employees are encouraged to try new things, contribute ideas, and help improve processes in a fast-paced environment that is challenging, fun, and never dull.

Our work-hard, play-hard culture includes regular team-building activities, employee events, and opportunities to connect across the organization. Along with competitive compensation and benefits, Vista is committed to supporting employees in achieving their long-term professional goals.

Position Summary:

The Support Desk Engineer provides customer-facing technical support through traditional break/fix and managed support services. This role fields customer calls and emails for Tier 1 support and some Tier 2 level support, escalating to higher-tier engineers when needed. The position also assists the technical department with hardware builds, testing, and configuration of server, storage, and networking systems for Vista customers.

Essential Responsibilities:

Customer Technical Support Support customers through traditional break/fix and managed support services.

Field customer calls and emails for Tier 1 support and provide some Tier 2 level support with escalation to higher-tier engineers when needed.

Actively listen to and understand customer technical challenges.

Manage customer satisfaction from a technical perspective and communicate technical information in a clear, customer-friendly manner.

Support clients in an after-hours/on-call capacity as needed.

Systems Build, Configuration & Technical Operations Assist with building, configuring, testing, and quality assurance of server, storage, and networking systems for Vista customers.

Assist the technical department with hardware builds and related configuration activities.

Assist with maintaining cleanliness and organization in the technical area and warehouse.

Support order fulfillment operations when necessary.

Managed Services, Vendor & Internal Collaboration Assist with the maintenance of managed services platforms.

Work closely with vendor technical resources and sales support to solve technical and support issues.

Collaborate effectively with other support engineers and internal teams to support customer needs.

Documentation, Professional Development & Work Tracking Accurately track and report daily work hours with consideration to set utilization goals.

Maintain strong documentation and reporting practices.

Achieve and maintain necessary certifications.

Continue professional development and maintain knowledge of IT products and solutions.

Perform other duties and special projects as assigned to support departmental and organizational objectives.

Supervision Received:

Works under the direction of the Service Delivery Manager and Service & Project Coordinator. Performs assigned work using established procedures, technical resources, troubleshooting practices, and escalation channels to accomplish service and support objectives.

Supervisory Responsibilities:

None.

Education & Experience:

Minimum of one (1) year of IT experience with proven technical acumen for Tier 1

Minimum of three (3) years IT MSP specific experience with proven technical acumen for Tier 2

Related degree or applicable industry certifications and work experience preferred.

Industry certifications such as A+, Network+, Server+, Storage+, or similar preferred.

Candidates will have experience with some or all of the technologies outlined and will be evaluated on them.

Windows 10/11, Windows Server, Active Directory, DNS, Office 365 and related…