Find & Apply For Computer Support Specialist Jobs in Madison Heights, Michigan

IT Engineer

II AGS - 3.7

Madison Heights, MI Job Details Full-time $70,000 - $92,000 a year 1 day ago Benefits Health insurance Dental insurance Tuition reimbursement Paid time off Vision insurance Professional development assistance Qualifications Computer science Computer Science Customer relationship management (CRM) systems (technically supported) Computer Information Systems Associate's degree Full Job Description IT Engineer II About AG Schwallbach LLC AG Schwallbach LLC (AGS) is a Michigan-based managed IT services and Cybersecurity Maturity Model Certification (CMMC) compliance provider serving commercial and defense/aerospace clients.

Position Details Reports To:

Operations Manager Location:

Full-time, on-site in Madison Heights, Michigan. Relocation assistance is not provided.

Citizenship:

Must be a U.S. Citizen (see details below) About the Role We're looking for an experienced IT Engineer II (Level 2) to own advanced technical escalations, mentor junior engineers, and keep our managed services operations running at a level our clients can depend on without question. This is a role for someone who doesn't wait to be told what to do next. You see a problem, dig until you understand why it happened, and fix it in a way that keeps it from happening again. You'll operate with a high degree of autonomy and minimal day-to-day oversight, reporting to our Operations Manager, who sets direction and priorities but trusts you to run the technical work independently. We're in a growth phase, expanding our client base to include more mid-size organizations and specialized work supporting defense contractors and suppliers. That means rising standards for security, documentation, and professionalism across the team, and we need an engineer who's ready to help set that bar, not just meet it. What You'll Do Own escalations from Level 1 engineers through resolution or hand-off to Level 3 across server, network, and cloud environments. Investigate recurring or unusual incidents to find the true root cause, not just the fastest fix. Mentor and coach Level 1 engineers, and contribute to and continuously improve runbook documentation. Step in as shift lead when needed, keeping the team coordinated and on track. Work directly with vendors (Microsoft, networking suppliers, cloud providers) to drive open cases to closure. Perform the full range of Level 1 responsibilities (alert monitoring, first-touch resolution, ticket logging, routine maintenance) whenever business needs require it, such as coverage gaps, surges, and time-off backfill. Level 2 engineers here are expected to flex across the full technical stack, not stay in a lane. Keep documentation in our professional services automation (PSA) ticketing system accurate and current for all work performed. Uphold the security and documentation discipline required to support regulated and defense-sector accounts. How Success Is Measured First-touch resolution rate: 85% or more of escalations resolved without escalating to Level 3 Time to acknowledge: Within 30 minutes of an escalation from Level 1 Time to resolve: Within the service level agreement (SLA) for each ticket's priority Ticket logging: 100% of work logged in the ticketing system Patch compliance: Own investigation of patch failures, supporting 95% or better patch compliance SLA breach rate: Less than 2% of tickets miss the contracted SLA Ticket re-open rate: Less than 5% Runbook coverage: 80% or more of recurring alert types documented What You'll Bring 2 to 4 years of experience in a managed services network operations center (NOC), systems administration, or comparable technical operations role. Strong troubleshooting skills across server, network, and cloud environments. Hands-on experience deploying and configuring remote monitoring and management (RMM) agents, monitoring templates, and alert thresholds. A documentation-first mindset. You write things down clearly enough that someone else could pick up right where you left off. Comfort communicating directly with clients, including during high-pressure incidents. CompTIA Network+, Security+, or relevant Microsoft certifications are a plus. Associate's degree (minimum 2-year program) in Information Systems, Computer Science, or a related field preferred; a Bachelor's degree is highly valued. Significant relevant hands-on experience will also be considered. Must be a U.S. Citizen. This role supports client environments within the defense industrial base and requires exposure to sensitive and controlled information. U.S. citizenship is a requirement of that work, not a general company policy. The Kind of Engineer We're Looking For Self-starter who takes ownership of problems end-to-end without needing to be micromanaged. Shows leadership by example, informally or formally, and helps raise the bar for the team. Driven by results, not just activity: closes the loop, not just the ticket. Genuinely curious. Digs for the right answer instead of settling for the first one that seems to work. Treats client responsiveness and care as personal, not transactional. Every incident matters to the person on the other end of it. Communicates clearly and proactively with the Operations Manager, peers, and clients alike. Comfortable with ambiguity and change as the company grows and takes on new types of clients, including defense-sector accounts. Shows up in person with energy and a positive attitude, setting the example for the entire team. Why Join Us This is an opportunity to grow with a managed services provider that's scaling deliberately, taking on more sophisticated, higher-stakes client work rather than just more of the same. You'll have real autonomy, a direct line to leadership, and the chance to shape how a growing technical team operates. If you're ambitious, lead by example, and take pride in delivering high-quality work, we'd like to hear from you. Equal Opportunity Employer AG Schwallbach LLC is an equal opportunity employer and values diversity. All employment is decided based on qualifications, merit, and business need, without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other protected characteristic. How to Apply Submit your resume through this posting. We review applications on a rolling basis. This job description conveys information essential to understanding the scope of the position and is not an exhaustive list of duties, responsibilities, or working conditions. Responsibilities are subject to change at the discretion of management.

Pay:

$70,000.00 - $92,000.00 per year

Benefits:

Dental insurance Health insurance Paid time off Professional development assistance Tuition reimbursement Vision insurance

Work Location:

In person