IT Support Engineer II
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 Richmond, Virginia 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
- Minimum 4+ years in IT support with demonstrated Level 2 technical capabilities
- Advanced proficiency with Windows 11, Windows Server environments, and command-line tools
- Strong understanding of TCP/IP, VLANs, DNS, DHCP, and network troubleshooting
- Experience with cloud-based identity management (preferably Okta), Microsoft 365, and modern endpoint management
- Exceptional analytical and troubleshooting abilities with attention to detail
- Outstanding written and verbal communication skills with ability to explain technical concepts to non-technical audiences
- Willingness and ability to travel extensively (25-30%) across North American locations
- Ability to lift equipment up to 50 pounds and work in industrial environments
- Maintains a clean, neat, and professional appearance at all times.
- Associate or bachelor's degree in IT, Computer Science, or equivalent experience
Nice To Haves
- Current industry certifications such as CompTIA A+/Network+, Microsoft certifications, or Ubiquiti UniFi certifications strongly preferred
- Hands-on experience with Unifi solutions
- Previous experience supporting manufacturing or industrial facilities
- Knowledge of enterprise networking concepts, VPN technologies, and network security
- Experience leading technology implementation projects
- Basic PowerShell or automation scripting capabilities
- Spanish language skills beneficial for Mexico operations support
Responsibilities
- Handle complex Level 2 tickets escalated from our 3rd party service desk, providing expert resolution for software, hardware, and network issues
- Deliver hands-on Level 1 and Level 2 technical support at multiple facility locations
- Perform advanced troubleshooting of Windows 11 workstations, Windows Server infrastructure, and network connectivity issues
- Configure, deploy, and maintain Ubiquiti networking equipment including UniFi access points and switches
- Install, configure, and troubleshoot Ubiquiti surveillance camera systems
- Assist in administering Okta SSO implementations and Ubiquiti Identity access control
- Support Microsoft 365 environments and hybrid cloud configurations
- Provide regular onsite support in Richmond Virginia
- Support additional North American locations including California, Georgia, Texas, Canada, and Mexico as needed
- Assist with onsite technology deployments, upgrades, and infrastructure projects
- Work seamlessly with 3rd party remote support teams to ensure efficient ticket resolution
- Maintain comprehensive records of configurations, procedures, and issue resolutions
- Provide technical guidance and training to end users on new systems and procedures
Benefits
- fair framework conditions for collective wages and pensions
- flexible working time models
- individual training opportunities
- best career prospects
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
Number of Employees
5,001-10,000 employees
