Martech Business Solutions is a growing Managed Service Provider serving small and mid-sized businesses throughout Southeast Michigan. We build long-term relationships with our clients by delivering enterprise-level IT solutions backed by responsive, knowledgeable support. We are looking for a strong, experienced Tier 2 technician whose primary job is to own the helpdesk queue — resolve tickets thoroughly, escalate only when it is truly necessary, and keep clients productive. You will also assist our Tier 3 engineer on larger infrastructure projects when capacity and the work allow. This is an in-office position based in Madison Heights, Michigan. The Role This is not an entry-level helpdesk seat and it is not a project-only engineering role. You will spend most of your time on tickets: diagnosing, fixing, documenting, and following through. The bar is high because our clients expect the person who picks up their issue to already understand Windows, Microsoft 365, Entra, and how a real network is put together. What You'll Do Helpdesk & Ticket Ownership Own Tier 2 support tickets from assignment through resolution and client communication Troubleshoot Windows desktops, laptops, and servers with a structured, documented approach Resolve Microsoft 365 and Entra ID issues including accounts, licenses, mail, SharePoint/OneDrive, Teams, MFA, and Conditional Access problems Handle endpoint issues: patching, updates, antivirus, backup agents, printers, and line-of-business applications Escalate cleanly to Tier 3 when an issue requires design work, a major change, or specialized project effort — with findings, steps taken, and a recommended next action Keep tickets, time, and documentation accurate in our

PSA / RMM

tools Windows Desktop & Server Install, configure, and repair Windows 10/11 workstations Support Windows Server environments: Active Directory, Group Policy, DNS, DHCP, file services, print services, Hyper-V, and Remote Desktop Services Assist with server maintenance, updates, and straightforward migrations under Tier 3 guidance Microsoft Cloud Administer day-to-day Microsoft 365 and Entra ID for multiple clients Support Intune-managed devices, compliance policies, and common Defender / security alerts Assist with user onboarding/offboarding, mailbox and SharePoint issues, and cloud service troubleshooting Networking Troubleshoot connectivity using a working knowledge of TCP/IP, DNS, DHCP, VLANs, NAT, routing, VPNs, and firewalls Identify whether a problem is endpoint, switching, wireless, firewall policy, or upstream routing — and prove it Support Fortinet and other common SMB firewalls and managed switches at a technician level (policy checks, interface status, site-to-site / SSL VPN, basic VLAN verification) Perform on-site work: racking or replacing endpoints, APs, switches, and related hardware as needed Projects & Team Support Assist the Tier 3 engineer on infrastructure projects: cutovers, migrations, network upgrades, and new client onboarding Complete assigned project tasks independently once the plan is clear Improve runbooks, client documentation, and internal standards as you work What We're Looking For You should already be the person other techs ask when a ticket is stuck. You think in layers (user, device, identity, network, service), you do not guess, and you leave a paper trail. Required Experience 10+ years in IT support of Microsoft business environments MSP experience required — multi-client, ticket-driven work is how this job runs Strong Windows desktop support (Windows 10/11) and solid Windows Server experience (AD, GPO, DNS, DHCP, file services) Hands-on Microsoft 365 and Entra ID administration and troubleshooting Strong familiarity with IT networking concepts: IP addressing, subnets, VLANs, NAT, routes, DNS, DHCP, firewalls, and VPNs Excellent troubleshooting skills: isolate the fault, test the theory, fix the cause, confirm with the client, document the outcome Clear written and verbal communication with both technical teammates and non-technical users Ability to work independently, manage a queue, and still collaborate with the rest of the team Preferred Experience ConnectWise Manage, ConnectWise Automate, and ScreenConnect (or similar

PSA / RMM

/ remote tools) Fortinet firewalls and managed switching Microsoft Intune, Conditional Access, and Microsoft Defender Huntress, Bitdefender, Duo, IronScales, Axcient or comparable security and backup platforms PowerShell for routine admin tasks Hyper-V Character Logical troubleshooting with steps documented along the way Confirms a backup or back-out plan before making changes Owns mistakes, follows through, and does not leave tickets half-finished Professional on-site presence and clean client-facing writing Self-motivated about staying current; willing to use employer-paid training and cert reimbursement Requirements Valid U.S. driver's license and reliable transportation for client site visits Ability to work on-site in Madison Heights, Michigan (this is not a remote role) Ability to occasionally lift up to 50 pounds Day shift, Monday-Friday English required Education & Certifications Bachelor's degree or equivalent combination of professional experience and technical certifications.

Preferred:

CompTIA Network+, Microsoft Certified (Modern Desktop, Endpoint Administrator, Azure Administrator, or similar), Fortinet

NSE / FCP.

Benefits Health insurance Vision insurance Retirement plan Paid time off and paid holidays Professional development assistance Employer-paid technical training Certification reimbursement Company-provided equipment Why Martech? We are a small, experienced team where technicians are trusted to solve problems, not micromanaged. You will work real client environments — Microsoft cloud, Windows infrastructure, networking, and security — while building long-term relationships with the businesses we support. If you want a helpdesk role that actually uses a senior technician's skill set, with room to help on larger projects and keep growing, we would like to meet you.

Job Type:

Full-time Work Location:

In person — Madison Heights, MI 48071

Work Remotely:

No Shift:

Day Shift (Required)

Language:

English (Required)

License:

U.S. Driver's License (Required)

Pay:

$65,000.00 - $75,000.00 per year

Benefits:

Health insurance Paid time off Professional development assistance Retirement plan Vision insurance

Work Location:

In person