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Reports To: Senior IT Infrastructure Systems Manager for KSB North American Region

Location: Richmond, VA

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.

KEY 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

Modern Infrastructure Management

• 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

Field Operations & Travel

• Regional Coverage: Provide regular onsite support in Richmond Virginia
• Extended Travel: Support additional North American locations including California, Georgia, Texas, Canada, and Mexico as needed
• Project Implementation: Assist with onsite technology deployments, upgrades, and infrastructure projects

Collaboration & Documentation

• 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

REQUIRED QUALIFICATIONS

Technical Expertise

• 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

Professional Skills

• 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 & Certifications

• 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

PREFERRED SKILLS & EXPERIENCE

• 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