IT Support Engineer II

IT Support Engineer IIWe'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.Key ResponsibilitiesAdvanced Technical SupportEscalation Management: Handle complex Level 2 tickets escalated from our 3rd party service desk, providing expert resolution for software, hardware, and network issuesOnsite Support: Deliver hands-on Level 1 and Level 2 technical support at multiple facility locationsSystem Diagnostics: Perform advanced troubleshooting of Windows 11 workstations, Windows Server infrastructure, and network connectivity issuesModern Infrastructure ManagementUbiquiti Network Systems: Configure, deploy, and maintain Ubiquiti networking equipment including UniFi access points and switchesSurveillance Systems: Install, configure, and troubleshoot Ubiquiti surveillance camera systemsIdentity & Access Management: Assist in administering Okta SSO implementations and Ubiquiti Identity access controlCloud Services: Support Microsoft 365 environments and hybrid cloud configurationsField Operations & TravelRegional Coverage: Provide regular onsite support in Richmond VirginiaExtended Travel: Support additional North American locations including California, Georgia, Texas, Canada, and Mexico as neededProject Implementation: Assist with onsite technology deployments, upgrades, and infrastructure projectsCollaboration & DocumentationService Desk Coordination: Work seamlessly with 3rd party remote support teams to ensure efficient ticket resolutionTechnical Documentation: Maintain comprehensive records of configurations, procedures, and issue resolutionsUser Training: Provide technical guidance and training to end users on new systems and proceduresRequired QualificationsTechnical ExpertiseExperience: Minimum 4+ years in IT support with demonstrated Level 2 technical capabilitiesOperating Systems: Advanced proficiency with Windows 11, Windows Server environments, and command-line toolsNetworking: Strong understanding of TCP/IP, VLANs, DNS, DHCP, and network troubleshootingModern Tools: Experience with cloud-based identity management (preferably Okta), Microsoft 365, and modern endpoint managementProfessional SkillsProblem-Solving: Exceptional analytical and troubleshooting abilities with attention to detailCommunication: Outstanding written and verbal communication skills with ability to explain technical concepts to non-technical audiencesTravel Flexibility: Willingness and ability to travel extensively (25-30%) across North American locationsPhysical Requirements: Ability to lift equipment up to 50 pounds and work in industrial environmentsGeneral: Maintains a clean, neat, and professional appearance at all times.Education & CertificationsEducation: Associate or bachelor's degree in IT, Computer Science, or equivalent experienceCertifications: Current industry certifications such as CompTIA A+/Network+, Microsoft certifications, or Ubiquiti UniFi certifications strongly preferredPreferred Skills & ExperienceUbiquiti Ecosystem: Hands-on experience with Unifi solutionsIndustrial Environment: Previous experience supporting manufacturing or industrial facilitiesAdvanced Networking: Knowledge of enterprise networking concepts, VPN technologies, and network securityProject Management: Experience leading technology implementation projectsScripting: Basic PowerShell or automation scripting capabilitiesMulti-language: Spanish language skills beneficial for Mexico operations supportSalary Range: $60,000 - $75,000KSB Group is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. KSB makes hiring decisions based solely on qualifications, merit, and business needs at the time.We value employees who take the initiative and are committed to our company; Employees who take responsibility and for whom business success is the focus of their actions. In return, we offer fair framework conditions for collective wages and pensions, flexible working time models, individual training opportunities and the best career prospects.