IT Support Engineer II — Onsite Field & Escalation Expert
KSB US
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Job summary
KSB US in Richmond, VA is seeking a Level 2 IT Support Engineer to join our modern IT infrastructure team supporting North American operations. You will act as the escalation point for complex issues and provide on-site support across manufacturing facilities, offices, and remote sites.
You will work with a third-party service desk for remote Level 1 support, configure and troubleshoot Windows, Active Directory/Okta, M365, and Ubiquiti network gear, and contribute to documentation, trainings,
Qualifications
- Minimum 4+ years in IT support with Level 2 capabilities
- Advanced proficiency with Windows 11, Windows Server, and command-line tools
- Strong understanding of TCP/IP, VLANs, DNS, DHCP, and network troubleshooting
- Experience with cloud-based identity management (Okta), Microsoft 365, and modern endpoint management
- Excellent problem-solving and communication skills; travel 25–30%
Responsibilities
- Escalation management for Level 2 tickets from the service desk
- Provide onsite Level 1 and Level 2 support across multiple facilities
- Diagnostics for Windows workstations, server infrastructure, and networks
- Configure and maintain Ubiquiti UniFi network systems
- Install and troubleshoot Ubiquiti surveillance systems
- Assist with Okta SSO and cloud services
- Travel regionally within North America and beyond as needed
- Assist with project deployments and infrastructure upgrades
- Coordinate with third-party desk for efficient ticket resolution
- Document configurations, procedures, and resolutions and train end users
Skills
Education
Tools
Job description
KSB US in Richmond, VA is seeking a Level 2 IT Support Engineer to join our modern IT infrastructure team supporting North American operations. You will act as the escalation point for complex issues and provide on-site support across manufacturing facilities, offices, and remote sites.
You will work with a third-party service desk for remote Level 1 support, configure and troubleshoot Windows, Active Directory/Okta, M365, and Ubiquiti network gear, and contribute to documentation, trainings,
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