IT Engineer

Job Description

Job Description

IT Engineer (L1 / L2 / Onboarding)

Location: Madison Heights, MI (on site)   

Job Type: Full-Time, Exempt 

Citizenship: Must be a U.S. Citizen

About AGS Managed IT

AGS Managed IT is a Cyber AB Approved Organization helping defense contractors and other regulated businesses get — and stay — compliant. We do the technical work well and we explain it in plain English. No jargon. No arrogance. Just a team genuinely invested in our clients' outcomes — and in each other.

About the Role

Our IT Engineers keep client environments running smoothly — watching the dashboards, responding to alerts, fixing things, and escalating when they need to. At L2, you also own the technical side of bringing new clients on board. We deliberately have the engineers who onboard a client be the engineers who watch over it — deep environmental knowledge from day one beats a clean handoff every time.

Whether you join us at L1 or L2 depends on your experience, but everyone works the same client base, the same dashboards, and the same shifts.

Level 1: Alert Response & First-Touch Resolution

•     Monitor RMM dashboards and alert queues across the client base.

•     Triage incoming alerts: classify severity, match to runbook, and resolve at first touch where possible.

•     Log every action in PSA — no unlogged work; keep ticket notes accurate and current.

•     Escalate to L2 when steps are exhausted or an SLA breach is imminent.

•     Run routine maintenance: patch deployment checks, backup verification, scheduled restarts.

•     Join daily standup; flag overnight events and hand off open tickets cleanly.

Level 2: Advanced Investigation & Escalation

•     Take L1 escalations and own them through to resolution (or L3 escalation).

•     Investigate recurring incidents and document root cause findings.

•     Mentor L1 engineers and contribute to the runbook library.

•     Step in as shift lead when the lead is out.

•     Work directly with vendors (Microsoft, networking suppliers, cloud providers) on open cases.

•     Own technical onboarding for new clients (see below).

Level 2: Owning Client Onboarding

When a new client signs, an L2 engineer turns that contract into a live, monitored, supported environment. Specifically, you will:

•     Pick up pre-sales assessment documentation and SOW scope at handoff from sales, then set up the client in PSA — record, contacts, contracts, SLAs, and coordinate billing setup.

•     Deploy RMM agents, confirm monitoring across every in-scope endpoint and server, and configure alerting, patch management, and backup monitoring to fit the client.

•     Integrate the third-party tooling specified in the SOW (EDR, SIEM, M365 management, etc.).

•     Document the environment: network diagram, asset register, credentials vault, escalation contacts, and the quirks that always exist.

•     Run the go-live check, brief the NOC and helpdesk leads, complete the sign-off checklist, and get client acknowledgement.

Why Work at AGS

•     The work actually matters. Our clients are defense contractors and other regulated businesses where real consequences follow real failures. You're not babysitting a generic ticket queue — you're keeping mission-critical environments healthy.

•     You see clients all the way through. We deliberately have engineers who onboard a client be the engineers who watch over it. No throwing it over the wall. You build deep environmental knowledge from day one and keep it.

•     Plain English is the standard. No IT jargon. No IT arrogance. We translate complex requirements into clear language for clients — and we talk to each other the same way. If something doesn't make sense, we keep saying it differently until it does.

•     A real path forward. L2s mentor L1s. L1s contribute to the runbook library that L2s rely on. Certifications are encouraged, not just tolerated. The next step in your career isn't a vague promise — it's the person sitting next to you.

Qualifications

For Level 1 — Alert Response

•     1+ years in a technical support or helpdesk role.

•     CompTIA A+ or Network+ — or equivalent working knowledge.

•     Comfortable with Windows environments, basic networking, and Microsoft 365.

•     Able to work shift patterns including early, late, and on-call coverage.

For Level 2 — Advanced & Onboarding

•     2–4 years in an MSP NOC or systems administration role.

•     Strong troubleshooting across server, network, and cloud environments.

•     Hands-on experience deploying RMM agents and configuring monitoring templates.

•     Methodical and documentation-focused — your environment records make sense to the next person who reads them.

•     Solid client-facing communication for go-live calls and onboarding check-ins.

•     CompTIA Network+, Fortinet, Nutanix, Security+, or Microsoft certifications a plus.