Engineer L2

Senior Level Engineer

About Hi-Tech Computers of Ruston, Inc.

HiTech Computers was founded in 1997 to provide the Ruston area with quality PC repair and sales. Since day one, our focus has been on providing exceptional customer service while developing the best technological solutions for each of our clients.That focus has not changed as we have evolved to include a much wider array of services that range from network design and implementation to remote monitoring and support. We strive to become an extension of the companies we support so that we may fully understand their business practices and needs. This allows us to serve them in the most efficient method possible and alert them to the presence of IT issues before they interfere with business operations. If you are actively searching for an IT support company or already have one and are interested in discovering how our services compare, we encourage you to get in touch with us! We would be glad to analyze your needs and provide you with the appropriate and proven solutions that allow us to support a multitude of companies across a wide variety of industries.


Description

Company Overview

HiTech, founded in 1997, simplifies IT for businesses in North Louisiana by providing exceptional customer service and tailored technology solutions. We have evolved over 27 years to offer a wide array of services, including network design, implementation, security, remote monitoring, and proactive support. Our focus remains on becoming an extension of the companies we support, understanding their needs to provide efficient solutions and prevent IT issues from impacting operations.

Job Summary

We are seeking a skilled and customer-focused Level 2 Help Desk Engineer to join our dynamic team. This role serves as a critical escalation point within our tiered support structure, providing advanced technical assistance to our diverse portfolio of MSP clients. The Level 2 Engineer tackles complex IT issues that go beyond the scope of Level 1 support, utilizing in-depth troubleshooting techniques and leveraging our advanced Remote Monitoring and Management (RMM) tools. Success in this role requires a blend of strong technical acumen, excellent communication skills, and a commitment to resolving client issues efficiently and effectively within agreed Service Level Agreements (SLAs). This is a full-time, office-based position, requiring daily on-site presence. You could be required to offer after-hours support and on-site support as needed.

Key Responsibilities
• Ticket Management & Escalation Handling : Serve as the primary point of escalation for technical support requests unresolved by Level 1 technicians. Manage and prioritize assigned service tickets effectively, ensuring all actions, communications, and time entries are accurately logged and adhere to client SLAs.
• Advanced Troubleshooting & Resolution : Perform in-depth diagnostics, troubleshooting, and resolution for complex technical problems across a range of technologies, including desktops, laptops, peripherals, Windows operating systems (Desktop & Server), Microsoft 365 applications and services, network connectivity (LAN/WAN, VPN, DNS, DHCP), and fundamental server/Active Directory issues. Analyze system logs and utilize various diagnostic tools to identify root causes and implement lasting solutions.
• System Configuration & Administration : Execute software installations, configurations, updates, and patches according to best practices. Manage user accounts, permissions, and group policies within Microsoft Active Directory and Microsoft 365 environments. Provide support for network devices like switches and firewalls, including basic configuration and troubleshooting. Assist with tasks related to virtualized environments using platforms such as VMware ESXi.
• Client Communication & Service : Communicate proactively and professionally with clients via phone, email, and ticketing system updates. Clearly explain technical issues and solutions to users with varying levels of technical understanding. Maintain a high level of customer satisfaction through courteous, timely, and effective support.
• Documentation & Knowledge Sharing : Contribute to team success by meticulously documenting all troubleshooting steps, diagnostic findings, and resolutions within the ticketing system. Enhance team efficiency by creating, updating, and maintaining clear knowledge base articles for common issues and procedures.
• Tool Utilization : Proficiently operate RMM tools for remote support, system monitoring, patch management, and task automation. Effectively utilize PSA software for managing tickets, tracking time, and accessing client documentation.
• Team Collaboration : Collaborate effectively with Level 1 technicians, offering guidance and support when needed. Liaise with other internal teams, such as project engineers or account managers, to ensure seamless service delivery.
• Office-Based Duties : Perform all responsibilities on-site at the company's designated office location during standard business hours. May occasionally handle physical hardware setup, configuration, or troubleshooting for internal systems or client equipment brought to the office.

Required Skills and Qualifications
• Experience :

o Minimum of 3 years of experience in an IT Help Desk, Technical Support, or similar role.

o Minimum of 1-2 years of specific experience working within a Managed Service Provider (MSP) environment, supporting multiple external clients simultaneously. This MSP background is essential for understanding the pace, tools, and client service demands unique to this setting.
• Technical Skills :

o Operating Systems: Strong proficiency in installing, configuring, and troubleshooting Microsoft Windows 10/11.

o Server OS: Solid working knowledge of Windows Server (2012 R2 - 2022) administration, including Active Directory user/group management, Group Policy Objects (GPOs), DNS, and DHCP services.

o Microsoft 365: Demonstrate experience administering core Microsoft 365 services, including Exchange Online (mailbox management, mail flow troubleshooting), SharePoint Online (permissions, basic site structure), Teams, and Entra ID (Azure AD) user management and security features.

o Networking: Firm grasp of TCP/IP networking fundamentals, including IP addressing, subnetting, routing concepts, DNS resolution, DHCP scope configuration, VPN client setup/troubleshooting, basic firewall rule understanding, and wireless networking principles (WPA2/WPA3, SSID configuration).

o Hardware: Proven ability to diagnose and resolve hardware issues for servers, workstations, printers, scanners, and common peripherals.

o Virtualization: Foundational understanding of virtualization concepts and experience working with VMware vSphere (ESXi) environments (e.g., checking VM status, basic troubleshooting, creating datastores, etc).

o Security: Familiarity with core cybersecurity principles and tools, including endpoint protection (antivirus/EDR), multi-factor authentication (MFA), email security gateways, and implementing security best practices.
• Tools :

o Hands-on experience using industry-standard RMM platforms.

o Proficiency with PSA software for ticket management, time entry, and documentation.
• Soft Skills :

o Exceptional analytical, critical thinking, and problem-solving abilities with meticulous attention to detail.

o Outstanding customer service and communication skills (verbal and written), with the ability to convey complex technical information clearly to non-technical users.

o Proven ability to work independently, manage competing priorities, and maintain composure in a fast-paced, multi-client MSP environment.

o Excellent documentation habits and commitment to maintaining accurate records.

o A collaborative, team-oriented mindset with a positive attitude and eagerness to learn.
• Education : High school diploma or GED required.

Preferred Qualifications
• Certifications: Industry certifications such as CompTIA A+, Network+, Security+, Microsoft Certified: Modern Desktop Administrator Associate, Microsoft Certified: Azure Fundamentals (AZ-900) or Azure Administrator Associate (AZ-104), Cisco CCNA, or equivalent vendor certifications are highly regarded.
• Education: Associate or bachelor's degree in information technology, Computer Science, or a closely related field.
• Specific Technologies: Experience with PowerShell scripting for automation.
• CIS knowledge.

Work Environment & Location

This is a full-time position requiring the employee to work on-site at our office located in one of our three locations (Ruston, Shreveport or Monroe). Remote work is not available for this role. The work environment is a typical office setting, involving frequent use of computers, phones, and standard office equipment. Expect a dynamic, fast-paced atmosphere characteristic of a Managed Service Provider, demanding adaptability, effective multitasking, and strong time management skills. You will collaborate closely with fellow Service Desk team members and other departments within an open and supportive office environment.

Salary


$75,000 - $80,000 per year