IT Support Engineer -- Tier 1

Job Description

Job Description

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, working in our support queue and providing remote support to clients 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

This is a great entry point into a long-term IT career. As a Tier 1 IT Support Engineer, you'll be the first voice our clients hear when something needs fixing. Working from our Troy office and taking calls in our support queue, you'll handle incoming tickets and phone support, troubleshoot common end-user and connectivity issues, and escalate more complex problems to our senior engineers. You'll build a strong foundation in help desk fundamentals while learning directly from experienced team members — and as your skills grow, so will your responsibilities. This is a role for someone early in their IT career who wants hands-on experience, mentorship, and a clear path to grow.

WHAT YOU'LL BE DOING

• Answering incoming support calls from our phone queue and responding to service tickets
• Providing remote troubleshooting and support for end-user computers and workstations, including software issues, account configuration, and general user support
• Performing first-level troubleshooting on routers, switches, firewalls, and wireless access points, escalating complex network issues as needed
• Assisting with basic LAN/WAN connectivity and performance troubleshooting
• Supporting day-to-day tasks in Windows Server, Active Directory, and Microsoft 365 environments
• Communicating clearly with clients throughout every interaction — setting expectations, explaining work performed, and following up as needed
• Responding to and resolving service tickets within defined SLA windows, escalating to Tier 2/3 engineers when appropriate
• Documenting configurations, time, and work outcomes thoroughly in our ticketing system
• Collaborating with and learning from senior team members on more complex issues
• Supporting new client onboarding and infrastructure deployment projects remotely

WHAT WE'RE LOOKING FOR

• 1-2 years of hands-on IT support or help desk experience
• Working knowledge of TCP/IP, DNS, DHCP
• Familiarity with Windows Server and Microsoft 365 environments
• Exposure to firewalls, switches, or wireless access points (Fortinet or Unifi a plus, but equivalent experience with other platforms is welcome)
• Strong client-facing communication skills — comfortable talking through technical issues with non-technical callers
• Comfortable working in a phone queue and managing multiple tickets at once
• Eagerness to learn, take feedback, and grow into more advanced support work
• 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
• Relevant certifications (CompTIA A+, Network+, or similar) or coursework

WHAT WE OFFER

• Competitive starting salary with room to grow
• Medical, Dental, and Vision insurance
• 401(k)
• Paid Time Off and paid holidays
• Employer-provided tools and equipment
• Direct mentorship from senior engineers and a clear growth path within the team
• A collaborative team that supports each other and takes the work seriously