IT Service Engineer L2/3

• 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.
Our client base is mature, and the issues that reach our team are rarely simple password resets or basic connectivity checks. They typically involve Active Directory and Group Policy questions, Microsoft 365 tenant-level issues, networking and VLAN troubleshooting, and security incidents. This role is responsible for independently diagnosing and resolving the full range of client technical issues — from everyday requests to advanced, escalated-level problems — from the moment a ticket comes in.
This role also carries responsibility for the health of the internal tools, platforms, and automation that power our service delivery (RMM, PSA, EDR/security tooling, backup monitoring, documentation systems, and patch management). You will monitor, maintain, and tune these platforms so that alerts are accurate, automation runs cleanly, and the rest of the team can rely on the data these tools produce.
You will balance the *Core* (technical resolution and process) with the *Essence* (managing client expectations and experience), while also serving as a steward of the internal systems that make our whole service model work. You will use industry-leading tools to document, monitor, and address tickets — and to maintain the health of those same platforms — with a “Today, Not Tomorrow” mindset.

• Location Requirement*

This position is based on-site in Spearfish, SD, and requires consistent, in-person presence to support our team and clients effectively. Candidates should currently reside within daily commuting distance of Spearfish, SD, so they can be reliably on-site as needed. If relocation is necessary to meet this requirement, arranging and completing that relocation is the candidate’s responsibility.

• 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*

_Following a Probationary Period (Length Depending on Experience):_

• 2 Weeks Paid Vacation/Yr.
• 7 Paid Company Holidays
• Heath Insurance
• Dental Insurance
• Vision Insurance
• Life Insurance
• Retirement Plan
• Cell Phone Stipend
• Certification Assistance
• Ready to Make Every Ticket Count?*

Anyone can close a ticket. We're looking for someone who closes the _loop_: the technician who finds the root cause, keeps the client informed, and leaves their technology better than they found it.
At Northern Hills Technology, you won't be endlessly stuck in a queue of password resets. You'll dig into Active Directory, Microsoft 365 tenants, VLANs, and real security incidents. You'll also help shape the platforms that power our whole service model. You'll work shoulder to shoulder with a close-knit team in Spearfish, where your expertise is noticed, your growth is expected, and "Today, Not Tomorrow" is more than a slogan.
If you're ready to trade a routine for real problem-solving and become the person clients trust to get it right the first time, *we want to hear from you!*

• Apply today and help us deliver peace of mind, one solved problem at a time.*

Pay: $23.00 - $28.00 per hour
Expected hours: 40.