IT Service Engineer L2/3

Northern Hills Technology; Spearfish (SD); On-site; USD 29,000 - 39,000; Full time

Benefits offered by this job

Health Insurance

Dental Insurance

Vision Insurance

Retirement Plan

2 Weeks Paid Vacation

7 Paid Holidays

Life Insurance

Cell Phone Stipend

Certification Assistance

Job summary

Northern Hills Technology in Spearfish, SD is seeking an experienced IT Service Engineer L2/3 for an in-person role. You will be the frontline support for clients, diagnose and resolve issues across Windows, AD, M365, networking, and security, and help with server/workstation life cycle projects.

You will document incidents, support security tools, manage tickets from intake to resolution, and ensure clear communication to clients. Daily on-site collaboration with a tight-knit team is expected.

Qualifications

• Minimum 2-5+ years of progressive IT support experience.
• Strong knowledge of Windows client/server and Microsoft 365 administration.
• Experience with security tools, monitoring, and incident response.

Responsibilities

• Provide frontline IT support for clients via phone, email, or portal.
• Diagnose and resolve issues across Windows, AD, DNS/DHCP, VPN, and M365 services.
• Document issues and root causes; propose permanent remediation.
• Assist with workstation imaging, server administration, and cloud/on‑prem migrations.

Skills

Windows administration

Active Directory

Group Policy

Microsoft 365 administration

Cybersecurity concepts

Networking concepts

VPN configuration

Documentation & audit readiness

Education

High School Diploma or equivalent

Associate or bachelor’s degree preferred

Microsoft 365 / Azure / CompTIA certifications desired

Tools

Windows 10/11

Windows Server

Exchange Online

Entra ID / Intune / SharePoint/Teams

RMM / EDR / SIEM / SOC tooling

Job description

About Northern Hills Technology

At Northern Hills Technology, we bridge the gap between complex technology and human success. We are a close-knit team of professionals who understand that every support ticket represents a person trying to do their job. Through proactive technology alignment and a commitment to exceptional communication, we deliver more than just technical fixes — we deliver peace of mind. We act as our clients’ strategic partner, ensuring their technology is secure, efficient, and always working.

Position Overview

We are looking for an experienced IT Service Engineer L2/3 to join our close-knit team in Spearfish, SD. This is an in-person position that will become an integral part of our collaborative environment, where working together is critical to our team success.

Key Responsibilities

1. Comprehensive Front-Line Technical Support (The “*Core*”)

• *Primary Point of Contact:* As a member of the Service Desk team, our Service Technicians serve as the primary point of contact (phone, email, portal) for incoming client requests, independently diagnosing and resolving issues on first contact rather than simply routing them elsewhere.
• *Full-Spectrum Troubleshooting & Resolution:* Resolve issues across the full technical spectrum — from everyday needs (Windows 10/11, Microsoft 365 apps, printers, basic connectivity) to advanced problems: Active Directory and Group Policy, DNS/DHCP infrastructure, VLANs and switching/routing, VPN configuration, Microsoft 365 tenant administration (Exchange Online, Entra ID, Intune, SharePoint/Teams), security and server administration.
• *Data Capture & Root Cause:* Accurately document the client’s issues, environment, and history, and go beyond the immediate fix to identify root causes and recommend permanent remediation rather than repeat workarounds.
• *Workstation & Server Support:* Perform workstation imaging/deployment, server administration, and support for cloud/on-prem migration and lifecycle projects as needed.

2. Security & Process Management

• *Lifecycle Management:* Manage tickets from intake to resolution, ensuring the client is updated at every step.
• *Documentation:* Maintain configurations, network diagrams, and passwords in IT Glue. Partner with our Technology Alignment Managers to keep system documentation current and audit-ready for future troubleshooting.
• *Security Remediation:* Review and independently remediate alerts from RMM, EDR, SIEM, and other security monitoring tools — including malware incidents, patch failures, and backup discrepancies — escalating only genuinely novel or high‑severity events.
• *MFA & Access Control:* Deploy, troubleshoot, and audit MFA and conditional access policies to ensure client data remains protected.

3. Service Delivery Platform Monitoring

• *Tool Stewardship:* Monitor and maintain the health of our core service delivery platforms — RMM, PSA, documentation, backup monitoring, and patch management systems.
• *Alert Tuning:* Review automated alerts and monitoring policies for accuracy; reduce noise and false positives so the team can trust and act on what these tools report.
• *Automation & Patch Oversight:* Monitor patch management cycles and automated remediation scripts across the client base, addressing failures and gaps proactively.
• *Security Tools:* Monitor and maintain the health of our core security delivery platforms.
• *Cross-Client Visibility:* Use platform data to spot systemic issues or risks across multiple clients, feeding findings back into ticket resolution and long-term recommendations.

4. Client Experience & Communication (The “*Essence*”)

• *Manage Expectations:* Own communication on both routine and complex, high‑visibility client issues. A technical fix without communication is a failed ticket.
• *Pattern Recognition:* Identify recurring issues — especially security risks — and flag them to the TAM or vCIO to drive long‑term, permanent solutions.
• *Client Trust:* Act as a trusted technical resource clients can count on to solve problems correctly the first time, regardless of complexity.

Success Metrics (How You Will Be Measured)

• *Response Time:* Acknowledge new tickets and move to "In Progress" in under 30 minutes.
• *Resolution Quality:* Resolve tickets — including technically complex ones — with a focus on root‑cause fixes rather than temporary workarounds.
• *Same-Day Resolution:* Strive to resolve 70%+ of tickets on the day they are opened, recognizing that complexity may extend some resolution times.
• *Escalation Rate:* Keep external/vendor escalations to a minimum, resolving the large majority of issues — including advanced ones — independently.
• *Documentation Accuracy:* Keep documentation for assigned clients current and audit ready.
• *Platform Health:* Maintain accurate, low‑noise alerting and timely patch/backup remediation across monitored tools and clients.
• *Client Trust: *Clients should consistently feel informed, heard, and confident that the problem was solved. Maintain a 95%+ positive client satisfaction score and a low ticket reopen rate, demonstrating that clients can count on you to get it right the first time. Become the technician clients ask for by name!

Requirements & Skills

Education

• *Education:* High School Diploma or equivalent (GED) required. Associate or bachelor’s degree in a related field preferred.
• *Certifications:* Active certifications strongly preferred and weighted heavily in candidate evaluation — for example, Microsoft Certified: Modern Desktop Administrator Associate, Microsoft 365 Certified: Administrator Expert, Microsoft Certified: Azure Administrator Associate (AZ-104), CompTIA Network+/Security+, or equivalent. Candidates without current certifications must demonstrate equivalent hands‑on knowledge.
• *Growth Commitment:* Candidates must maintain and expand relevant certifications (Microsoft, CompTIA, or equivalent) as technology and client environments evolve.

Technical Experience

• *Experience:* Minimum 2-5+ years of progressive experience supporting end users, servers, and networks in an MSP or corporate IT environment, with demonstrated ability to independently diagnose and resolve advanced technical issues.
• *Core Stack:* Strong working knowledge of Windows 10/11, Windows Server administration, Active Directory, Group Policy, and full‑stack Microsoft 365 administration (Exchange Online, Entra ID, Intune, SharePoint/Teams).
• *Cybersecurity Tools, Management & Analysis:* Demonstrated hands‑on experience administering, analyzing, and troubleshooting modern security tools and programs, including Zero Trust, PAM, MDM, MDR, EDR, SIEM, SOC, Vulnerability Scanning, Penetration Testing.
• *Networking:* Understanding of LAN/WAN architecture, DNS, DHCP, VLANs, firewalls, switching/routing, Wi‑Fi, and VPN configuration.
• *Tools:* Hands‑on experience with industry leading PSA, RMM and Documentation tools strongly preferred; comfort monitoring and tuning these platforms is a plus.
• *Location:* Candidates should currently reside within daily commuting distance of Spearfish, SD, to support the on‑site nature of this role.

Compensation Rate

• Non‑Exempt Employee
• Hourly Rate: $21 - $28 - _Depending on Experience_

Benefits

• 2 Weeks Paid Vacation/Yr.
• 7 Paid Company Holidays
• Heath Insurance
• Dental Insurance
• Vision Insurance
• Life Insurance
• Retirement Plan
• Cell Phone Stipend
• Certification Assistance

Pay

$23.00 - $28.00 per hour

Expected hours

40.0 per week

Benefits

• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance