IT Support Engineer II

KSB Company•Houston, TX

3d•Onsite

About The Position

We're seeking a dynamic Level 2 IT Support Engineer to join our modern IT infrastructure team, supporting KSB's North American operations. This role combines advanced technical problem-solving with hands-on field support across multiple locations. You'll serve as the escalation point for complex technical issues while providing direct onsite support to our diverse industrial operations spanning from Southeast Texas to international locations. Working alongside our 3rd party service desk for remote Level 1 support, you'll be the boots-on-the-ground technical expert ensuring our critical systems remain operational across manufacturing facilities, offices, and remote sites.

Requirements

Experience: Minimum 4+ years in IT support with demonstrated Level 2 technical capabilities
Operating Systems: Advanced proficiency with Windows 11, Windows Server environments, and command-line tools
Networking: Strong understanding of TCP/IP, VLANs, DNS, DHCP, and network troubleshooting
Modern Tools: Experience with cloud-based identity management (preferably Okta), Microsoft 365, and modern endpoint management
Problem-Solving: Exceptional analytical and troubleshooting abilities with attention to detail
Communication: Outstanding written and verbal communication skills with ability to explain technical concepts to non-technical audiences
Travel Flexibility: Willingness and ability to travel extensively (25-30%) across North American locations
Physical Requirements: Ability to lift equipment up to 50 pounds and work in industrial environments
General: Maintains a clean, neat, and professional appearance at all times.
Education: Associate or bachelor's degree in IT, Computer Science, or equivalent experience
Certifications: Current industry certifications such as CompTIA A+/Network+, Microsoft certifications, or Ubiquiti UniFi certifications strongly preferred

Nice To Haves

Ubiquiti Ecosystem: Hands-on experience with Unifi solutions
Industrial Environment: Previous experience supporting manufacturing or industrial facilities
Advanced Networking: Knowledge of enterprise networking concepts, VPN technologies, and network security
Project Management: Experience leading technology implementation projects
Scripting: Basic PowerShell or automation scripting capabilities
Multi-language: Spanish language skills beneficial for Mexico operations support

Responsibilities

Advanced Technical Support Escalation Management: Handle complex Level 2 tickets escalated from our 3rd party service desk, providing expert resolution for software, hardware, and network issues
Onsite Support: Deliver hands-on Level 1 and Level 2 technical support at multiple facility locations
System Diagnostics: Perform advanced troubleshooting of Windows 11 workstations, Windows Server infrastructure, and network connectivity issues
Ubiquiti Network Systems: Configure, deploy, and maintain Ubiquiti networking equipment including UniFi access points and switches
Surveillance Systems: Install, configure, and troubleshoot Ubiquiti surveillance camera systems
Identity & Access Management: Assist in administering Okta SSO implementations and Ubiquiti Identity access control
Cloud Services: Support Microsoft 365 environments and hybrid cloud configurations
Regional Coverage: Provide regular onsite support across Southeast Texas (Houston, Port Arthur) and Port Allen, Louisiana facilities
Extended Travel: Support additional North American locations including California, Georgia, Richmond, Canada, and Mexico as needed
Project Implementation: Assist with onsite technology deployments, upgrades, and infrastructure projects
Service Desk Coordination: Work seamlessly with 3rd party remote support teams to ensure efficient ticket resolution
Technical Documentation: Maintain comprehensive records of configurations, procedures, and issue resolutions
User Training: Provide technical guidance and training to end users on new systems and procedures