IT Support Engineer II

Position

We're seeking a dynamic Level 2 IT Support Engineer to join our modern IT infrastructure team, supporting KSB's North American operations.

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: 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.

Required Qualifications

• 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.
• Education & Certifications: Associate or bachelor's degree in IT, Computer Science, or equivalent experience. 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.
• Multilingual: Spanish language skills beneficial for Mexico operations support.

KSB Group

KSB 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.