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

Join New Era Technology where People First is at the heart of everything we do. With a global team of over 3000 professionals were 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 youll 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. Apply today and help us shape the future of worktogether

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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