IT Support Level II

Structured - Lexington, KY

Full-time - Mid Level

Remote - Lexington, KY

Merchant Wholesalers, Durable Goods

About the position

As an IT Support Engineer Level II/III, you will be a key technical resource responsible for providing advanced IT support to clients. This role involves diagnosing and resolving complex technical issues, implementing new technologies, and ensuring that clients' IT environments are secure and efficient. You will work within a dynamic team to manage and support IT infrastructure for a diverse range of businesses.

Responsibilities

• Provide advanced Level II/III support for escalated technical issues, including hardware, software, network, and server-related problems.
• Diagnose, troubleshoot, and resolve complex issues in a timely manner, ensuring minimal disruption to client operations.
• Act as a point of escalation for Level I/II engineers as needed.
• Manage and maintain client IT environments, including servers, networks, workstations, and cloud services.
• Perform regular system health checks, backups, and security audits.
• Implement and manage security solutions such as firewalls, antivirus, and patch management.
• Communicate effectively with clients to understand their technical needs, provide updates, and explain technical concepts in a clear and professional manner.
• Conduct remote and on-site support as required, ensuring a high level of customer satisfaction.
• Assist in planning, coordinating, and executing IT projects, including network upgrades, server migrations, and cloud transitions.
• Work closely with project managers to ensure that projects are completed on time, within scope, and according to client requirements.
• Maintain detailed and accurate documentation of client environments, including network diagrams, configuration settings, and troubleshooting steps.
• Generate reports on system performance, support activities, and project status.
• Stay up-to-date with the latest industry trends, tools, and best practices.
• Contribute to the development of internal processes, tools, and knowledge bases.

Requirements

• Minimum of 10 years of experience in IT support, with a focus on Level II/III technical support and System Administration roles.
• Proficiency in Desktop Support of Printers, IoT Devices, Windows and MAC OS, as well as Windows Server, Active Directory, Office 365, and virtualization technologies (e.g., VMware, Hyper-V).
• Strong understanding of networking concepts, including TCP/IP, DNS, DHCP, VPN, and VLANs. Experience with Cisco IOS is a plus.
• Working experience setting up and maintaining VoIP phone systems such as 3cx, FreePBX, Cisco Call Manager.
• Experience with cloud platforms (e.g., AWS, Azure) and remote monitoring/management tools.
• Familiarity with security best practices, including firewalls, endpoint protection, and disaster recovery planning.
• Working experience configuring and maintaining backup software, including performing file restorations.
• Relevant industry certifications such as CompTIA A+, Network+, Cisco CCNA or better, Microsoft Certified: Azure Administrator, MCSA, or equivalent are highly preferred.
• Excellent problem-solving abilities and attention to detail.
• Strong communication skills, both written and verbal.
• Ability to work independently as well as part of a team.

Benefits

• Health, dental, and vision insurance.
• Retirement plan with company match.
• Paid time off and holidays.
• Ongoing training and professional development opportunities.
• Collaborative and supportive work environment.