IT Support Technician (B2B / MSP)

Job Overview

As a Support Technician at TCG, you'll be the first point of contact for client technical issues, handling a wide range of tasks from troubleshooting connectivity problems to resolving software issues. Working closely with clients, you'll diagnose and resolve issues both remotely and, when necessary, on-site. Each day brings unique challenges.

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Compensation: $40,000–$55,000 annually. Final offer will be based on demonstrated skills, experience, and qualifications.

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A Day in the Life of a Support Technician at TCG:

Your day begins by reviewing the daily calendar, where tickets are prioritized by our Service Coordinators. You'll review each ticket, call the client to recreate and confirm the issue, then begin troubleshooting. Throughout each ticket, you'll document your work in our system, ensuring every client interaction and troubleshooting step is recorded for future reference.

You'll tackle a variety of technical challenges — some straightforward, others requiring more outside-the-box thinking. While you'll work independently, collaboration is encouraged, and you'll reach out to colleagues for guidance on complex issues and share insights in team discussions.

Common tickets include:

• Backup failures
• Printer and scanner malfunctions
• Network connectivity issues (internet and local)
• Microsoft 365 administration (Exchange Online, SharePoint, Teams)
• Outlook troubleshooting (mail flow, corrupt profiles)
• Windows 10/11 issues, up to and including OS recovery or reinstall
• Industry-specific business applications, often requiring coordination with third-party vendors on behalf of the client

Once an issue is resolved, you'll confirm with the client before closing the ticket.

Most issues are resolved remotely, but some require on-site visits when remote resolution isn't feasible. Mileage is reimbursed. Most clients are within a 20-mile radius of the office, though some are farther. We prioritize remote solutions, with on-site visits reserved for hands-on work.

You may occasionally receive stretch assignments supporting our advanced-tier engineers on projects like firewall deployments, network infrastructure upgrades, server migrations, or email migrations.

Between service calls, you'll have time for professional development — learning new troubleshooting techniques, sharpening your skills, or working toward certifications. At the end of the day, you'll review completed tickets, schedule follow-ups, and share feedback with the team.

Every day at TCG brings unique challenges, learning opportunities, and a chance to make a tangible impact on the efficiency and security of our clients' operations.

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Must Have

Experience

• 1+ year of relevant IT support experience

Technical Skills

• Installing, reloading, and upgrading Windows operating systems
• Troubleshooting Windows errors on Windows 10 and 11
• Reading and troubleshooting Windows Event Viewer logs
• Basic networking knowledge, including TCP/IP fundamentals
• Basic Active Directory and domain controller knowledge (user accounts, group membership, password resets, basic OU navigation)
• Critical and analytical thinking, with a strong troubleshooting mindset

Soft Skills

• Excellent verbal and written communication, with the ability to explain technical issues clearly to non-technical users
• Strong customer service skills, including engaging clients by phone, de-escalating situations, and driving issues to resolution
• Strong written documentation habits for clear, thorough ticket notes
• Able to work effectively under pressure and stay focused in high-stress situations
• Ability to multi-task and manage a variety of tickets efficiently

Work Style

• Self-driven and comfortable working autonomously without micro-management
• Able to learn and follow established, documented processes

Physical Requirements

• Ability to lift at least 50 pounds as needed (e.g., setting up or moving server equipment)

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Nice-to-Have

• Prior experience in an MSP (Managed Service Provider) environment
• Experience working as part of a Service Desk team
• Familiarity with PowerShell scripting (or other automation tools) to improve efficiency
• Home lab setup or other self-driven skill-building projects

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Who Thrives Here

We're looking for people who fit both the work and the team. The right candidate is:

• Genuinely curious about technology — driven to solve problems, help users, and keep learning
• Committed to growth — invested in ongoing professional development and growing within the IT field
• Open to feedback — comfortable giving and receiving constructive feedback, with a focus on continuous learning and collaboration
• Adaptable — willing to take on new challenges and adjust as priorities shift

We operate using the Entrepreneurial Operating System (EOS), and our culture is built around five core values:

• Flexible — We adapt to change and welcome new challenges as opportunities for growth.
• Driven — We're hungry to learn, improve, and stay productive.
• Reliable and Dependable — We consistently deliver on our promises.
• Doing IT The Right Way — We strive for excellence and quality, putting in the effort to get things right the first time.
• Fun — We embrace humor and humility, fostering a positive, light-hearted atmosphere where the team can connect and enjoy the journey.

Pay: $40,000.00 - $55,000.00 per year

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Parental leave
• Referral program
• Retirement plan
• Vision insurance

Experience:

• IT support: 1 year (Required)
• Windows 10/11 troubleshooting: 1 year (Required)
• working for an MSP: 1 year (Preferred)

License/Certification:

• CompTIA Network+ (Preferred)

Ability to Commute:

• Sterling Heights, MI 48314 (Required)

Work Location: Hybrid remote in Sterling Heights, MI 48314