Support Engineer

• Lead high-severity incident response, including P1 and major incident scenarios
• Provide technical direction and coordinate responses across Service Desk, NOC, Professional Services, and vendor resources
• Execute root-cause fixes from Problem Management, including complex remediation, known error resolution, and post-incident preventive work
• Own and improve Service Desk runbooks, technical standards, and knowledge base content in Confluence and IT Glue
• Retire stale or contradictory documentation
• Drive automation improvements by scripting standard fixes, tuning RMM automation, and identifying automation-first procedures
• Provide technical coaching and enablement to Support Technician I and II employees
• Pair on complex tickets, review knowledge articles, and lead technical training sessions
• Investigate individual client problems and cross-client Problem Management patterns requiring Tier 3 investigation
• Model ticket documentation, time entry, and closure standards
• Partner with the Service Desk Manager on Continual Improvement Register items and service improvement plans
• Represent the Service Desk in cross-practice coordination with Professional Services, NOC, and vCIO on shared work, transitions, and improvement initiatives
• Maintain accurate ticket documentation, time entry, and schedule in ConnectWise PSA
• Participate in the weekly on-call rotation
• Perform additional tasks required by management

Senior Support Technician

• Manage and resolve issues submitted through the company help desk system, escalating matters to managed service providers when appropriate
• Set up workstations, computers, and peripheral devices for Team Members
• Install, configure, update, and troubleshoot software and hardware
• Create and maintain user accounts, access, and permissions within Microsoft 365 and Active Directory
• Configure and maintain SharePoint sites and related access
• Maintain accurate records of technology assets, assignments, repairs, replacements, and system changes
• Enter and maintain data within point-of-sale and e-commerce platforms, including LOC Store Management Suite, Magento, Xenial, Toast, and Square
• Support point-of-sale price maintenance and assist with system data accuracy
• Monitor security alerts, assist with incident remediation, and coordinate with the Security Operations Center and other technology partners
• Identify recurring issues, recommend solutions, and help improve IT processes and documentation
• Provide onsite support at Plum Market stores and satellite locations as needed
• Support store and corporate technology systems outside normal business hours when scheduled or required
• Maintain positive, professional, and productive relationships with Team Members, Leadership, vendors, and technology partners

IT Support Analyst

• Provide day-to-day operational support for audio/video and collaboration services across meeting rooms, event spaces, and related environments
• Support live and recorded events by operating video switchers and associated audio/video peripherals
• Troubleshoot and resolve audio, video, streaming, conferencing, and room-technology issues
• Perform routine maintenance on broadcast and collaboration equipment
• Coordinate repairs, replacements, upgrades, and escalations
• Monitor audio and video quality and perform quality-control checks
• Support collaboration platforms and products from Cisco, Microsoft, Google, Adobe, and other approved providers
• Assist with implementation and support of Core IT and partner-team solutions
• Create, update, and maintain SOPs, support documentation, and operational materials
• Provide direct customer support through remote troubleshooting, ticket handling, or onsite response
• Collaborate with operations, engineering, and end-user support teams
• Communicate status updates on issues, projects, and service activities to leadership and stakeholders
• Support continuous improvement through monitoring, issue follow-up, and corrective actions
• Maintain a professional presence during senior-leader meetings, high-visibility meetings, and time-sensitive events

Support Engineer jobs in Michigan

Senior Support Technician

IT Support Analyst

Audio Video Support Technician