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

About the role

Join New Era Technology, where People First is at the heart of everything we do. With a global team of over 3,000 professionals, we're committed to creating a workplace where everyone feels valued, empowered, and inspired to grow. Our mission is to securely connect people, places, and information with end-to-end technology solutions at scale. At New Era, you'll join a team-oriented culture that prioritizes your personal and professional development. Work alongside industry-certified experts, access continuous training, and enjoy competitive benefits. Guided by our core attributes—putting people first, embracing continuous learning, and thriving through collaboration and inclusion—we nurture our people to deliver exceptional customer service. If you want to make an impact in a supportive, growth-oriented environment, New Era is the place for you.

Responsibilities

• 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.
• Perform device deployments, OS imaging, hardware upgrades, component replacement, equipment moves, and decommissioning activities.
• 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.
• Cook up 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.

Requirements

• 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.

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.
• 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.