IT Support Engineer II

In the role, you will provide onsite IT support for customers across a defined geographical area in Garner, NC. You will support, build, implement, and continually improve technology solutions, while troubleshooting complex issues, coordinating regional projects, and serving as the first escalation point.

Location

Garner, NC (onsite)

Compensation

USD 60,700 - 106,300 per year

Experience and Education

• Minimum experience: 3 years
• Education: High school or equivalent diploma

Responsibilities

• Troubleshoot difficult IT problems, including cases without standard operating procedures.
• Plan and coordinate CMs and CM templates.
• Collaborate with internal teams or vendors to execute projects that impact multiple locations in the region.
• Lead continuous improvement efforts across support and operational processes.
• Audit the quality of work performed and provide constructive feedback when needed.
• Automate manual tasks by creating and improving small tools that increase team efficiency.
• Act as the first point of escalation for IT issues.
• Participate in hiring, training, and development of others.
• Support customers across multiple buildings in the area, as well as remote customers.
• Travel within the local or regional area to support customers.
• Perform physical requirements including lifting up to 49 lbs and standing or walking during shifts lasting 12 hours.

Required Qualifications

• High school or equivalent diploma
• 4+ years of IT systems or relevant commercial production environment experience
• 4+ years of Microsoft administration, Linux administration, or Cisco IOS (CLI) experience
• 4+ years of troubleshooting in a multi-user, high availability environment
• 4+ years of networking experience, including DNS, DHCP, SSL, OSI Model, and TCP/IP
• 4+ years of PC repair, troubleshooting, deployment, and liquidation experience
• 3+ years of IT client, server, and network service delivery experience
• Possess and maintain a current, valid Driver License

Technologies

• Microsoft administration
• Linux administration
• Cisco IOS (CLI)
• DNS
• DHCP
• SSL
• OSI Model
• TCP/IP

Benefits

• Comprehensive healthcare benefits starting on Day 1
• Matching 401(k) program
• Up to 20 weeks of paid parental leave
• Casual dress code at each location (jeans, t-shirts, safety shoes, and at times a neon safety vest)
• Sign-on payments and restricted stock units (RSUs)
• Health insurance options including medical, dental, vision, prescription, Basic Life & AD&D insurance, Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, and Adoption and Surrogacy Reimbursement coverage
• Paid time off

Preferred Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or a related field
• CompTIA A+, CompTIA Network+, Cisco/CCNA, Linux (Redhat), Microsoft hardware (installation), AWS, or other industry relevant certifications
• Experience communicating complex ideas to technical and non-technical audiences
• Strong verbal and written communication skills
• Experience managing multiple projects, prioritizing, planning, and managing time
• Strong troubleshooting skills for very complex systems