Support Desk Engineer

Job Details

Job Location:

Vista IT - Grand Rapids, MI 49512

Salary Range: $45,000.00 - $65,000.00 Salary/year

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.

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.

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.

• 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.

• 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.

• 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.

• 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.

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.

None.

• 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…