Pacific IT Support is seeking a Level 2 Technical Support Engineer for onsite support from Kīhei, HI. This part-time role supports a client base across Maui, HI and Bellingham, WA, combining end-user assistance with hands-on backend configuration and troubleshooting.
The position reports directly to the Service Manager and indirectly to the Director. You will work in an environment with higher pace and demand than typical in-house roles, taking ownership of tasks through to complete resolution while keeping communication clear and timely.
Responsibilities
- Provide end user support
- Perform backend system configuration and troubleshooting
- Deliver Microsoft 365 and Azure support
- Assist with client projects and managed internal projects
- Support managed internal projects and small projects, and assist Senior Engineers on larger projects
- Handle T&M service requests
- Perform backup maintenance activities
- Configure standard POP, SMTP, and Exchange clients, including Outlook
- Install, configure, troubleshoot, and customize MS Office Suite applications according to customer preferences
- Install, configure, and test workstation hardware including video cards, NICs, sound cards, hard drives, and PDAs
- Support Windows Server server environments (experience preferred)
- Configure file, print, and remote access services
- Perform administration tasks such as adding/removing users and groups, configuring file permissions, checking event logs, and configuring and restoring from backup
- Administer enterprise email applications, including adding/removing users and groups, configuring folder permissions where applicable, forwarding mail, and adding aliases
- Document client networks and maintain accurate records
- Complete daily time entry accounting for at least 8 hours
- Take ownership of tasks and follow through to ensure complete resolution
Required Qualifications
- Appropriate Driver’s License
- 4+ years of experience in IT administration and/or technical support experience, or equivalent
- 6+ years working in complex IT environments
- Customer service experience: 6 years (required)
- Deep understanding of LAN/WAN technologies
- Demonstrated experience and knowledge of network and workstation operating systems and the Microsoft Windows operating system
- Demonstrated experience with web and internet technologies
- Tertiary qualifications in Computer Science/Information Technology or equivalent
- Strong all-round knowledge of IT and telecommunications infrastructure, hardware, and software applications
- Strong communication skills (written and verbal) and strong interpersonal skills
- High organizational and project management abilities, including coordination, prioritization, and strong problem-solving skills
- Ability to manage small projects and create and follow process, including liking documentation
- Ability to work both independently and within a team, with strong task management and multi-tasking skills
- High level of confidentiality and punctuality
- Ability to take, interpret, and follow instructions and work with staff at all levels in accordance with company policies and procedures
- Professional personal presentation and strong attention to detail
- Based on primary job role location
Certifications (or Equivalent) and Preferred Skills
- A+, Net+, Server+ or equivalent certifications or experience
- Other computer/network-related industry certifications (a plus)
- MSP experience (a plus)
- Autotask (a plus)
- IT Glue (a plus)
- Datto RMM (a plus)
- Watchguard firewalls (a plus)
- Ubiquiti Unifi switches and APs (a plus)
- Auvik or Domotz (a plus)
Technologies
- Microsoft 365, Azure
- Windows Server, Exchange, IIS
- Cisco Internetworking, VPN’s, firewalls
- Backup systems
- MS Office Suite, Outlook
- POP, SMTP
- Autotask, IT Glue, Datto RMM
- Watchguard firewalls
- Ubiquiti Unifi switches and APs
- Auvik, Domotz
- LAN/WAN
Key Performance Indicators (KPIs)
- Minimum of 32 hours billable services recorded per week
- Productivity with an expected 75%-85% utilization rate
- Project management efficiency
- Accurate and detailed documentation
- Client and staff satisfaction
- Satisfactory achievement of ongoing targets, goals, and objectives set by the Operations Manager and Director
- Accuracy of work undertaken, information, and advice provided
- Following instructions and completing tasks in a timely, accurate, and efficient manner that meet company, client, and required regulatory standards
Employment Details
- Employment type: Part-time
- Job types: Part-time, Full-time
- Schedule: 8 hour shift
- Pay: $20.00 - $40.00 per hour
- Payscale: Negotiable on Experience
- Supplemental pay: Bonus pay
- Work location: In person
- Commuting/relocation: Kihei, HI 96753 (reliably commute or planning to relocate before starting work required)
- Ability to commute/relocate: Kihei, HI 96753 (Required)
Benefits
- Dental insurance
- Health insurance
- Paid time off
- Professional development assistance
Position Objective
This role focuses on network strength across common and popular networking technologies. With at least 6 years of in-the-trenches experience, the successful engineer communicates clearly and can provide strong guidance when a client is in a difficult situation. The work emphasizes execution in Windows Server, Exchange, IIS, Cisco internetworking, VPNs, firewalls, backup systems, and related environments, with prompt client communication and effective pre-project briefings.
