Customer Support Engineer - Level 1

Customer Support Engineer - Level 1 About K Group Companies K Group Companies is a locally owned and operated master integrator headquartered in Grand Rapids, Michigan, with a proud history dating back to 1980. We support customers across the United States by delivering innovative, high-quality technology solutions across managed IT, physical security, and integrated services. As a third-generation, family-owned business, we’ve built our reputation on long-term relationships, trusted expertise, and a commitment to doing things the right way for our customers and for each other. We believe great work happens when people feel connected to their purpose, their team, and their growth. Why K Group Companies? At K Group Companies, culture is built on long-standing relationships, both with our customers and with each other. Our team is made up of people who take pride in solving problems, supporting one another, and delivering work that reflects the standards we’ve built our reputation on. Whether it’s designing secure environments for customers, supporting critical IT infrastructure, or collaborating across teams, we operate as one organization working toward shared success. We also believe work should be fulfilling and enjoyable. From friendly gaming competitions in our Team Zone arcade to grabbing lunch together in the community, we value connection and teamwork just as much as technical excellence. What you can expect here: A family-owned company with deep roots in West Michigan A trusted advisor culture built over 40+ years of relationships The opportunity to work across diverse, real-world technology environments A team-oriented culture grounded in accountability, collaboration, and pride in workmanship A workplace where people genuinely know and support each other We believe we are better together, and that belief shows up in everything we do. Work Authorization Requirement: Applicants must be legally authorized to work in the United States at the time of application. This position does not offer employment visa sponsorship now or in the future. This role is 100% onsite in Grand Rapids, Michigan. No third-party recruiters, agencies, or C2C arrangements. Role Overview The Customer Support Engineer - Level 1 sits on K Group’s Network Operations Center team and owns day-to-day break/fix service delivery for our client base. The role is positioned between Help Desk Level 2 and Systems Engineer Level 1, carrying more technical responsibility than a tier-two queue with more structure and mentorship than a full systems engineering seat. This is a customer-facing role. Success is measured by resolved tickets, clear communication, and clients who feel supported throughout the process. K Group is a Microsoft-focused managed service provider and a physical security integrator. This role supports both sides of the business. Candidates are not expected to arrive with expertise in every area, and structured cross-training is provided. The position is intended as a development path toward Systems Engineer Level 1. We are looking for a candidate with established experience who is actively working toward that next level. Core Responsibilities Break/Fix & Service Delivery Own service tickets from intake through resolution, maintaining accurate status, documentation, and time entry throughout the ticket lifecycle.