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

NEW ERA TECHNOLOGY; Chicago (IL); On-site; USD 70,000 - 80,000; Full time

Job summary

New Era Technology is seeking a Lead Level 2 IT Support Technician to provide onsite network, desktop, user computing, and data center support. You will handle installation, configuration, troubleshooting, maintenance, ticket documentation, vendor coordination, and escalation across client offices, IT rooms, and data centers.

The ideal candidate has 5+ years of technician experience, strong English communication, and hands-on expertise with Windows, Mac OS, Cisco, Arista, and Office 365.

Qualifications

• 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.

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.
• 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.

Skills

Customer service

Troubleshooting

Independence

Prioritization

Documentation

Education

High School Diploma or equivalent

Technical certifications preferred

Tools

Windows

Mac OS

Office 365

Cisco

Arista

PuTTY

Job description

Chicago, IL

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.

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, elevate 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.

New Era Technology, LLC., and its subsidiaries (“New Era” “we”, “us”, or “our”) in its operating regions worldwide are committed to respecting your privacy and recognize the need for appropriate protection and management of any Personal Data that you may provide us. In this, we are also committed to providing you with a positive experience on our websites and while using our products, services and solutions (“Solutions”).

We never ask candidates to pay any fees at any point in our hiring process. If you are ever asked to provide payment for training, certification, equipment, or any other purpose, it is not from our company. Only communications from our official company channels should be trusted. Please note our official email domain is @neweratech.com. If you suspect fraudulent activity, please contact us immediately at [e-mail] .

Does the pay range of $36/hr on W2 match your expectations? *

Do you have at least 5 years of hands‑on experience providing Level 2 IT support in an enterprise environment? * Select...

How many years of experience do you have supporting Cisco and/or Arista network infrastructure (switches, routers, patching, console access, connectivity troubleshooting)? *

Do you have experience working in a data center environment, including rack & stack, hardware installation, equipment replacement, and structured copper/fiber cabling? *

How many years of experience do you have supporting Windows, macOS, Microsoft 365, device imaging, and enterprise endpoint management tools? *

Are you comfortable traveling to client sites within the assigned region and working onsite full-time, including occasional after-hours or weekend support when required (paid overtime)? * Select...

Do you currently hold any of the following certifications?CompTIA A+CompTIA Network+Cisco CCNADell/HP/Lenovo Hardware CertificationApple Certification *

We use technology enabled tools to support our recruitment process, such as resume matching and identifying potentially suspicious application activity. These tools do not make automated hiring decisions. All hiring decisions are made by people.

For more information, please see our Privacy Policy.