Level 2 Field Technical Support Engineer

• Position: Level 2 Field Technical Support Engineer
• Location: Clay City, Kentucky,
• Additional Support
• Location: 7755 Main Street, Jeffersonville, Kentucky, USA
• Expected Start Date: December 1, 2026
• Work Mode: Onsite
• Language Requirement: Fluent in Spanish and English
• Transportation: The candidate should preferably have access to a personal vehicle.

Key Responsibilities

• Provide Level 2 technical support for hardware, software, operating systems, and network-related issues.
• Troubleshoot and resolve Windows, Linux, and macOS operating system issues.
• Support network connectivity, including TCP/IP, DNS, DHCP, Wi-Fi, and VPN configurations.
• Perform Active Directory administration, including user account creation, permission management, and Group Policy Objects (GPOs).
• Diagnose and resolve desktop, laptop, connectivity, and peripheral-related technical issues.
• Handle escalated incidents from Level 1 support teams and provide appropriate technical guidance.
• Monitor, update, and resolve service requests using ITSM/ticketing platforms such as ServiceNow or Jira.
• Maintain proper documentation of technical issues, troubleshooting steps, and resolutions.
• Provide technical assistance and communicate effectively with Spanish- and English-speaking end users.
• Ensure timely incident resolution while meeting established Service Level Agreements (SLAs).
• Travel occasionally to the Jeffersonville, Kentucky, location to provide on-site support.

Required Qualifications

Education:

• Bachelor's degree, technical degree, or engineering degree in information technology, telecommunications, networking, computer science, or a related field.

Professional Experience:

• 1–3 years of experience performing Level 1 IT Support functions.
• Experience in desktop support, technical troubleshooting, IT infrastructure, or field technical support.
• Ability to troubleshoot and resolve technical issues independently.

Technical Skills

• Operating Systems: Intermediate knowledge of Windows, Linux, and macOS administration.
• Networking: Understanding of TCP/IP, DNS, DHCP, Wi-Fi, VPN configuration, routers, and switches.
• Active Directory: User account management, permissions, access control, and Group Policy Objects (GPOs).
• Database: Basic database knowledge and troubleshooting.
• ITSM Tools: Experience with ServiceNow, Jira, or similar ticketing systems.
• Technical Support: Hardware, software, desktop, laptop, and network troubleshooting.

Required Soft Skills

• Strong analytical thinking and problem-solving abilities.
• Excellent verbal and written communication skills.
• Ability to explain technical concepts to non-technical users.
• Ability to guide and support Level 1 technical support teams.
• Strong time management and organisational skills.
• Ability to work under pressure and prioritise multiple support requests.
• Customer-focused approach with a commitment to meeting SLAs.

Additional Requirements

• Spanish and English fluency is required.
• Must be available to work onsite in Clay City, Kentucky.
• Must be willing to occasionally travel to Jeffersonville, Kentucky, for technical support.
• Access to a personal vehicle is highly preferred.
• Must be available to start on December 1, 2026.

Pay: $23.00 per hour

Work Location: In person