Lead IT Support Technician (Level 2) – Network, Desktop & Data Center
New Era Technology
Salary not disclosed
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Description
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. Apply today and help us shape the future of work—together
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.
#LI-US1
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”).
View our Privacy Policy here https://www.neweratech.com/us/privacy-policy/
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 privacy@neweratech.com .
Benefits
- professional development
About this role
This Lead Level 2 IT Support Technician role at New Era Technology is a hands-on position supporting network, desktop, and data center infrastructure across client sites in the Chicago area. You'll handle the full lifecycle of IT hardware and systems—from installation and configuration through troubleshooting and decommissioning—working with Windows, Mac OS, Office 365, Cisco, Arista, and enterprise endpoint tools. The role includes cabling infrastructure work, device imaging, vendor coordination, and serving as an escalation point for complex technical issues, with most work occurring onsite at client offices and data centers.
The position requires a minimum of five years of technician experience and hands-on expertise across desktop, network, and data center environments. You'll need strong troubleshooting and analytical skills, the ability to work independently while coordinating with remote teams and stakeholders, and physical capability to install equipment, work in data centers, and handle cabling tasks. Relevant certifications such as A+, Dell, HP, Apple, or networking credentials are preferred but not required; a high school diploma is the baseline education requirement.
This is a full-time hybrid role in Chicago with standard Monday-Friday business hours plus occasional after-hours or weekend support as needed. Travel to regional client sites may be required. New Era emphasizes team collaboration, continuous learning, and professional development within a company of over 3,000 professionals.
How this employer is doing
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- H1B: Active Visa Sponsor
- Recent Acquisition
- Active Visa Sponsor
In the news
New Era Technology Acquires IT Consulting Firm Aptude -, ChannelE2E
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