Lead IT Support Technician (Level 2) – Network, Desktop & Data Center

SUMMARY:

New Era Technology is seeking a Lead Level 2 IT Support Technician to provide onsite network, desktop, user computing, and data center support. This role supports installation, configuration, troubleshooting, maintenance, ticket documentation, vendor coordination, and escalation activities across client office, IT room, and data center environments.

PRIMARY DUTIES: 

• Provide Level 2 onsite support for network, server, desktop, laptop, peripheral, and data center hardware.
• Install, configure, troubleshoot, and maintain Windows, Mac OS, Office 365, endpoint tools, and related applications.
• Support Cisco, Arista, and other network technologies, including hardware installation, console access, patching, circuit testing, and connectivity troubleshooting.
• Perform device deployments, OS imaging, hardware upgrades, component replacement, equipment moves, and decommissioning activities.
• Install, terminate, label, test, and maintain copper and fiber cabling infrastructure.
• Monitor hardware performance, perform system health checks, and support patching, encryption, backup, and security compliance standards.
• Track, route, document, and resolve tickets while serving as an escalation point for complex or urgent technical issues.
• Coordinate with vendors, remote technical teams, and client stakeholders to support timely issue resolution and service delivery.
• Provide logistics support for equipment handling, shipments, inventory movement, and media handling or disposal activities.

COMPETENCY:

• Strong customer service and communication skills
• Advanced troubleshooting, analytical, and critical thinking skills
• Ability to work independently and collaborate within a team environment
• Ability to prioritize workload, manage multiple tasks, and adapt to changing priorities
• Attention to detail, strong documentation habits, and professional follow-through

REQUIRED EDUCATION: High School Diploma or equivalent required. Technical certifications preferred.

EXPERIENCE:

• Minimum 5 years of technician experience preferred
• Experience supporting desktop, network, end-user computing, or data center environments
• Experience with Windows, Mac OS, Office 365, Cisco, Arista, endpoint tools, and enterprise hardware preferred

LANGUAGE SKILLS: Must be fluent in English

QUALIFICATIONS:

• Advanced installation and troubleshooting skills for network, desktop, hardware, software, and operating system environments
• Knowledge of Cisco, Arista, PuTTY or similar terminal emulation software, and general network support practices
• Knowledge of copper and fiber patching, telecommunications cabling, circuit testing, and data center operations
• Experience with Windows, Mac OS, Office 365, device imaging, endpoint tools, and enterprise IT service delivery
• Ability to follow remote technical guidance, escalate appropriately, and execute onsite tasks with limited supervision
• A+, Dell, HP, Apple, or networking certifications preferred

PHYSICAL DEMANDS: Ability to lift and move IT equipment, work in IT rooms and data centers, stand for extended periods, and perform cabling, equipment installation, and hardware replacement activities.

WORK ENVIRONMENT: Primarily on-site at client offices, IT rooms, and data centers.

EXPECTED HOURS OF WORK: Monday through Friday during local business hours; occasional after-hours or weekend support as required.

TRAVEL: Travel may be required to client sites throughout the assigned region.

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