Senior L2 Onsite IT Field Support Technician

We are looking for a Senior L2 Onsite IT Field Support Technician to provide advanced deskside support and CCNA-level network assistance across enterprise sites.

This is a hands-on role for an experienced IT professional who can troubleshoot complex endpoint issues, support Cisco networking environments, lead onsite technical escalations, and provide high-quality support to executive and VIP users.

What You’ll Do

• Serve as the onsite technical lead and escalation point for complex hardware, software, endpoint, and network issues.
• Provide advanced troubleshooting for Windows 10/11 and macOS environments.
• Provide VIP and executive support, ensuring a high level of customer service and professionalism.
• Perform CCNA-level Cisco network support, including:

-Switch port activation and troubleshooting.

-VLAN configuration and changes.

-Port testing and patching.

-Edge switch replacement.

-Console access and basic Cisco CLI commands.

-Reviewing network logs.

-Wi-Fi access point troubleshooting and replacement.

• Support IMAC and site expansion projects, including office moves, new building setups, cable management, and coordination with low-voltage vendors.
• Perform endpoint imaging and deployment using Intune, SCCM/MECM, Autopilot, or JAMF.
• Support endpoint configuration, encryption compliance, and asset lifecycle management.
• Provide support for Microsoft Teams Rooms, Zoom Rooms, conference room equipment, and A/V systems.
• Take ownership of on-site tickets and support major incidents, ensuring SLA compliance and effective escalation.
• Create and maintain knowledge articles and technical documentation.
• Coordinate with Networking, Security, Server, Collaboration, Service Desk, Endpoint Engineering, and Facilities teams.
• Coordinate with external vendors, including cabling providers, telecom providers, OEMs, and A/V integrators.
• Support warranty and RMA processes and coordinate onsite vendor activities.
• Participate in after-hours/on-call support as required.

Must Have

• 4–6 years of IT support experience.
• Strong experience in onsite/deskside IT support or field support.
• Advanced troubleshooting skills with Windows 10/11 and macOS.
• Strong knowledge of Microsoft 365 and Microsoft Teams.
• Hands-on experience with Intune/SCCM/MECM and endpoint imaging/deployment.
• CCNA-level networking knowledge and hands-on experience, including:

-VLANs and switchport configuration.

-Basic routing and switching.

-Port-security concepts.

-Cisco CLI commands.

-AP troubleshooting and replacement.

-MAC address tracing.

-Network loop identification.

-DHCP/DNS fundamentals.

-802.1X authentication.

• Experience working with Cisco switches and wireless environments.
• Experience supporting A/V and conference room systems.
• Strong hardware diagnostics and repair skills.
• Experience working with ITSM platforms and ITIL-based processes.
• Strong understanding of asset lifecycle and inventory management.
• Excellent communication skills and the ability to explain technical issues to non-technical users.
• Strong ownership, accountability, leadership, and problem-solving skills.
• Ability to work independently and manage complex issues.
• CCNA certification (current or recently expired).
• CompTIA A+ or equivalent experience.

Nice to Have

• ITIL Foundation certification.
• Experience with ServiceNow or Jira Service Management.
• Experience with Cisco Catalyst 9K/3K switches.
• Experience with Cisco lightweight APs and wireless controllers.
• Experience with Teams Rooms, Zoom Rooms, Cisco, Barco, Crestron, or Poly.
• Experience with ServiceNow HAM, RMA portals, or other asset management tools.
• Experience supporting mobile devices, printers, Zebra label printers, and USB-C docks.
• Experience coordinating vendors and contractors during office expansions or infrastructure projects.

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