IT Support Engineer

Job Description Job Description IT Support Engineer In-Office Position (Troy, MI) — Providing Remote Support to Our Clients This is not a field or on-site client visit role. You'll be based in our Troy office every day, supporting clients remotely via phone, ticketing, and remote access tools. ABOUT BAE NETWORKS BAE Networks is a managed IT and network services provider based in Troy, Michigan. We partner with businesses across the region to build, manage, and support their technology infrastructure. Our team is collaborative by nature; we rely on each other, communicate openly, and take shared ownership of the work we deliver to our clients. THE ROLE As an IT Support Engineer, you'll be the voice our clients hear when something needs fixing. Working from our Troy office, you'll provide remote support resolving tickets, troubleshooting issues over the phone and through remote access tools, and keeping client environments running smoothly. The technical work matters, but the client experience is shaped by the way you communicate, keep clients informed, and build confidence in BAE Networks as their trusted partner. This is a role for someone who takes pride in both the quality of their technical work and the quality of their client relationships. WHAT YOU'LL BE DOING Providing remote troubleshooting and support for end-user computers and workstations, including software issues, account configuration, and general user support Remotely supporting and maintaining routers, switches, firewalls, and wireless access points at client sites Troubleshooting LAN/WAN connectivity and network performance issues through to resolution Supporting Windows Server, Active Directory, and Microsoft 365 environments Communicating clearly with clients throughout every interaction while setting expectations, explaining work performed, and following up as needed Responding to and resolving service tickets and remote support requests within defined SLA windows Documenting configurations, time, and work outcomes thoroughly in our ticketing system Collaborating with the internal team to escalate and resolve complex issues Supporting new client onboarding and infrastructure deployment projects remotely WHAT WE'RE LOOKING FOR 1+ years of hands-on IT support or help desk experience Solid understanding of TCP/IP, DNS, DHCP Experience with Fortinet and Unifi products is a plus (firewall, switch, APs) — equivalent experience with other platforms is welcome Proficiency with Windows Server and Microsoft 365 environments Experience with IP-based phone systems is a plus Strong client-facing communication skills — you can explain technical issues clearly to non-technical people and leave clients feeling taken care of Comfortable working independently while staying closely connected to the team Ability to work full-time from our Troy, Michigan office NICE TO HAVE Experience in a managed service provider (MSP) environment Familiarity with ConnectWise or similar PSA/ticketing platforms WHAT WE OFFER Competitive salary based on your experience Medical, Dental, and Vision insurance 401(k) Paid Time Off and paid holidays Employer-provided tools and equipment A collaborative team that supports each other and takes the work seriously