We’re looking for a proactive and technically proficient Tier 2 Helpdesk Engineer to join our team in Brighton, Michigan. This is an on-site role focused on resolving escalated support issues, assisting with infrastructure maintenance, and supporting client-facing deployments. You’ll serve as a bridge between Tier 1 support and senior engineering, helping ensure smooth operations and excellent client service. The ideal candidate has a strong background in customer service, proven technical problem-solving experience, and strives to embody our company vision.
Company Vision
- Our vision is to redefine the role of a Managed Service Provider by building long-lasting relationships founded on respect, expertise, and passion. We strive to set a new standard in our industry—where companies are empowered by thoughtful, multi-perspective solutions and never forced into one-size-fits-all approaches. At Brightline, we envision a future where our commitment to partnership and innovation produces lasting value and success for everyone we serve.
Key Responsibilities
- Handle escalated support tickets from Tier 1 engineers
- Provide remote and on-site technical support for desktops, servers, and networks
- Assist with server and firewall updates and deployments
- Monitor and respond to system alerts, escalating when necessary
- Participate in client-facing projects and deployments
- Document resolutions and contribute to internal knowledge base
- Participate in a rotating on-call schedule to provide after-hours support
Required Skills & Experience
- Solid experience with Windows desktop and server environments
- Strong understanding of TCP/IP, DNS, and basic network troubleshooting
- Familiarity with multiuser environments (RDS, Azure Virtual Desktop)
- Working knowledge of networking hardware (routers, switches, patch panels)
- Exposure to Microsoft Azure and cloud technologies
- Prior experience in a Managed Services Provider (MSP) environment preferred
- Strong communication skills and ability to work collaboratively
- Eagerness to learn and grow into more advanced roles
Compensation
- Base pay plus performance-based bonuses
- Salary range for this position is $50,000-$60,000, dependent on experience and demonstrated skillset
Work Location
- On-site: Brighton, Michigan
- Hybrid work eligibility after a successful probationary period