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 supportRemotely supporting and maintaining routers, switches, firewalls, and wireless access points at client sitesTroubleshooting LAN/WAN connectivity and network performance issues through to resolutionSupporting Windows Server, Active Directory, and Microsoft 365 environmentsCommunicating clearly with clients throughout every interaction while setting expectations, explaining work performed, and following up as neededResponding to and resolving service tickets and remote support requests within defined SLA windowsDocumenting configurations, time, and work outcomes thoroughly in our ticketing systemCollaborating with the internal team to escalate and resolve complex issuesSupporting new client onboarding and infrastructure deployment projects remotelyWHAT WE'RE LOOKING FOR
1+ years of hands-on IT support or help desk experienceSolid understanding of TCP/IP, DNS, DHCPExperience with Fortinet and Unifi products is a plus (firewall, switch, APs) — equivalent experience with other platforms is welcomeProficiency with Windows Server and Microsoft 365 environmentsExperience with IP-based phone systems is a plusStrong client-facing communication skills — you can explain technical issues clearly to non-technical people and leave clients feeling taken care ofComfortable working independently while staying closely connected to the teamAbility to work full-time from our Troy, Michigan officeNICE TO HAVE
Experience in a managed service provider (MSP) environmentFamiliarity with ConnectWise or similar PSA/ticketing platformsWHAT WE OFFER
Competitive salary based on your experienceMedical, Dental, and Vision insurance401(k)Paid Time Off and paid holidaysEmployer-provided tools and equipmentA collaborative team that supports each other and takes the work seriously Read Less