Support Engineer
Company: R&R LLC
Location: Birmingham
Posted on: February 21, 2026
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Job Description:
Helpdesk Engineer (Tier 2 / Escalations) — Hybrid Join Xpert
Technologies to resolve complex issues, mentor Tier 1, and own
customer satisfaction from first response to resolution. Full-time
· W2 Hybrid (2 days in-office) Mon–Fri · ~8:30am–5:00pm ET
$65,000–$95,000 DOE Location: Hybrid; local client visits as needed
Schedule: 40–50 hrs/week; occasional after-hours maintenance
On-call: Rotation (on-call week is fully remote) Benefits: Medical,
Dental, Vision, 401(k) w/ match, Life, Cell phone allowance,
Mileage or company vehicle What you’ll do Triage and resolve
escalated tickets (post–Tier 1); guide customers step-by-step
through solutions. Document fixes, update ticket status, and
communicate progress proactively. Partner with the Help Desk
Service Manager; mentor Tier 1 to raise the bar. Recommend
improvements to client environments and internal processes. Perform
occasional after-hours maintenance/migrations; participate in
on-call rotation. Tech you’ll touch Microsoft 365 (Exchange Online,
SharePoint, Teams); Windows desktop/server; Active Directory/Azure
AD Endpoint security (AV/EDR/patching), core networking (firewalls,
VPNs, switches, Wi-Fi) RMM ticketing/documentation (e.g.,
ConnectWise/Autotask); basic VoIP and mobile (iOS/Android) General
end-user support: printers, peripherals, common SaaS apps What you
bring ~5 years as an advanced Helpdesk/Support Technician (MSP
experience a plus). Excellent troubleshooting and customer
communication skills. Strong grasp of Windows infrastructure;
Microsoft Office Suite. Bonus: SharePoint, Azure, Windows Server;
Mac/iOS/Android; networks/firewalls/servers; phone systems;
AV/printers/VPNs; CompTIA A/Net. Traits: ownership, calm under
pressure, curiosity, attention to detail, team-first mindset,
continuous learning. Compensation & logistics Pay: $65,000–$95,000
depending on experience and skills. Employment: Direct hire (W2),
full-time with full benefits. Work style: Hybrid (2 days in office
/ 3 days remote); local client visits as needed. Xpert Technologies
is an equal opportunity employer. We celebrate diversity and are
committed to creating an inclusive environment for all
employees.
Keywords: R&R LLC, Livonia , Support Engineer, IT / Software / Systems , Birmingham, Michigan
