System Engineer II (Managed Service Provider)

Overview The Systems Engineer II plays a pivotal role in delivering exceptional service to our customer accounts by ensuring the seamless operation of technical systems. This position requires a proactive approach in analyzing service tickets, problem-solving, and investigating issues to maintain and enhance system performance. Responsibilities include addressing customer complaints, as well as installing and updating both hardware and software components. Systems Engineer II Core Functions Project Management: Lead projects from inception to completion, ensuring quality and timely delivery Customer Relations: Serve as the primary customer liaison, building strong relationships and providing regular updates Technical Ownership: Take ownership of duties, proactively seek improvements, and mentor junior staff Success Driver: Contribute to customer satisfaction and operational efficiency through a combination of technical expertise, project management, and leadership Systems Engineer II Responsibilities Lead and own new project deployments both onsite and remotely Collaborate with project resources to ensure project completion and meet expectations Implement upgrades and updates to systems for customers Engage in thorough troubleshooting and oversee customer-facing tasks with limited guidance Investigate and resolve problems within customer networks and IT systems using established troubleshooting methods Prioritize effective communication, coordinating with team members to ensure even distribution of work Recognize opportunities for upselling throughout the lifecycle of service tickets Systems Engineer II Qualifications Strong working knowledge of computer systems, hardware, and software, with specific, demonstrable experience in: Network Infrastructure: Configuration, management, and troubleshooting of Juniper routers, switches, and firewalls (Junos OS/MIST experience highly preferred) Security Solutions: Deployment and administration of Barracuda products (e.g., Email Security Gateway, CloudGen Firewall, Web Application Firewall, Backup) VoIP/Communication Systems: Implementation and support of 3CX and/or RingCentral phone systems Minimum 3-5 years of relevant IT experience required Strong troubleshooting skills with the ability to identify and resolve complex technical problems across diverse systems Ability to work collaboratively in cross-functional teams and communicate effectively technical information to both technical and non-technical stakeholders Proven ability to meet deadlines and handle multiple tasks, particularly in managing concurrent deployment or support projects involving our core technology stack A relentless focus on providing excellent customer service About K Group Companies K Group is a locally owned and operated technology service provider established in Grand Rapids, MI in 1980. We proudly serve clients across the United States, with a focus on Michigan. Our expertise spans a wide spectrum of technologies and services, ensuring we deliver exceptional solutions at the highest level of quality. Why Work Here? “Great, focused, team environment.” For more than 40 years, K Group Companies has been a premier technology provider in West Michigan. As a local, 3rd generation family-owned business, we pride ourselves on reliable, intentional, and committed relationships with our customers and each other. We value collaboration and making a difference as a team. Compensation And Benefits Competitive base salary based on experience Bonus and commission programs Paid Time Off (PTO) Volunteer Paid Time Off (VTO) 100% employer paid family health insurance premium 100% employer paid disability insurance 100% employer paid dental & vision insurance 401k with Safe Harbor contributions from company annually Profit sharing opportunities #J-18808-Ljbffr K Group Companies