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 &…