HiTech Computers

Job Summary:
HiTech Computers is a company focused on providing exceptional customer service and tailored technology solutions. They are seeking a skilled Level 2 Help Desk Engineer to provide advanced technical assistance and troubleshoot complex IT issues for their clients.
Responsibilities:
• 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.
• 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.
• 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.
• 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.
• 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.
• 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.
• 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.
• 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.
Qualifications:
Required:
• Minimum of 3 years of experience in an IT Help Desk, Technical Support, or similar role.
• Minimum of 1-2 years of specific experience working within a Managed Service Provider (MSP) environment, supporting multiple external clients simultaneously.
• Strong proficiency in installing, configuring, and troubleshooting Microsoft Windows 10/11.
• Solid working knowledge of Windows Server (2012 R2 - 2022) administration, including Active Directory user/group management, Group Policy Objects (GPOs), DNS, and DHCP services.
• 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.
• 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).
• Proven ability to diagnose and resolve hardware issues for servers, workstations, printers, scanners, and common peripherals.
• Foundational understanding of virtualization concepts and experience working with VMware vSphere (ESXi) environments (e.g., checking VM status, basic troubleshooting, creating datastores, etc).
• Familiarity with core cybersecurity principles and tools, including endpoint protection (antivirus/EDR), multi-factor authentication (MFA), email security gateways, and implementing security best practices.
• Hands-on experience using industry-standard RMM platforms.
• Proficiency with PSA software for ticket management, time entry, and documentation.
• Exceptional analytical, critical thinking, and problem-solving abilities with meticulous attention to detail.
• Outstanding customer service and communication skills (verbal and written), with the ability to convey complex technical information clearly to non-technical users.
• Proven ability to work independently, manage competing priorities, and maintain composure in a fast-paced, multi-client MSP environment.
• Excellent documentation habits and commitment to maintaining accurate records.
• A collaborative, team-oriented mindset with a positive attitude and eagerness to learn.
• High school diploma or GED required.
Preferred:
• 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.
• Associate or bachelor’s degree in information technology, Computer Science, or a closely related field.
• Experience with PowerShell scripting for automation.
• CIS knowledge.
Company:
We also provides the following services/solutions: - Computer Supply & Accessories - Wi-Fi Solution - High Speed Internet Access (HSIA) - Bandwidth Management / Internet Aggregation - Software-Define Wide Area Network (SD-WAN) - CCTV Services - Data Centre Design & Implementation - Local Area Network Switches Supply & Installation - Property Management System (PMS) - Point of Sale System (POS) - Financial Management - Human Resource / Payroll - ERP System - End-Point Security / Antivirus - Network Firewall Security - Software/Applications Licensing - Server Hardware (Physical/Virtual) - Biometric Time & Attendance System - Computer Repair & Services Founded in 2020, the company is headquartered in Davao, Davao Del Sur, PH, , with a team of 11-50 employees. The company is currently Early Stage.