IT Service Engineer L2

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.

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.

• * 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 , 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.

• * 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.

• * 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.

• * Manage Expectations:
  * Own communication on both routine and complex, high‑visibility client issues. A technical fix without communication is a…