System Engineer II (Managed Service Provider)

Systems Engineer II 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:

· Leads and owns new project deployments both onsite and remotely

· Works alongside the project resources to ensure project completion and expectations

· Implements upgrades and updates to systems for customers

· Engages in thorough troubleshooting and oversees customer-facing tasks with limited guidance

· Investigates and resolves problems within customer networks and IT systems using established troubleshooting methods

· Prioritizes effective communication, coordinating with team members to ensure distribution of work evenly

· Recognizes chances 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 that was established in Grand Rapids, MI in 1980. We proudly serve clients across the United States, while remaining especially focused on our home state of Michigan. Our expertise spans a wide spectrum of technologies and services, ensuring that we deliver exceptional solutions at the highest level of quality. Rooted in principles of excellence and creativity, our culture is dedicated to fostering collaboration, innovation, and inclusivity.

Why Work Here?

“Great, focused, team environment.”

For more than 40 years, K Group Companies has been one of West Michigan’s premier technology providers. From Managed IT services to physical security integration, our team has established itself as a known, trusted advisor to our community.

As a local, 3rd generation family-owned business, we pride ourselves in reliable, intentional, and committed relationships with our customers – and each other!

Whether we are helping customers secure their environment, beating each other at Mario Kart in our Team Zone arcade, or grabbing lunch at our local BBQ restaurant, we delight in collaboration and making a difference as a team. We truly believe that we are better together!

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