Tier II Support Technician

Job#: 3020876

Job Description:

Job Title: Remote Site IT Support Specialist / Network Support Technician

Job Summary

We are seeking a motivated and customer-focused IT professional to provide remote and onsite support for network infrastructure, hardware, and related systems across multiple sites. This role focuses on troubleshooting and resolving issues related to networking, switching, firewalls, and automation hardware, while delivering excellent customer service through phone, remote tools, and occasional onsite assistance. The position involves working as part of a collaborative team to maintain reliable IT operations, with an emphasis on remote site support and learning/growing within the environment.

Key Responsibilities

- Provide primary remote support for network connectivity issues, including internet, switching, routing, and firewall configurations (primarily Fortinet switches and firewalls).

- Troubleshoot and support PLC automation hardware and related industrial systems.

- Handle service desk tickets and incidents using the ServiceNow ticketing system.

- Assist with desktop support, hardware troubleshooting, and infrastructure-related tasks.

- Deliver phone-based customer support to end-users and site personnel, explaining technical issues and solutions clearly.

- Perform basic configuration, maintenance, and support for Cisco VoIP systems (training and ramp-up provided as needed).

- Collaborate on building and deploying hardware for automation processes.

- Escalate complex issues to Tier 3 support when necessary, while managing day-to-day operations.

- Participate in on-call rotations during business hours, with Tier 3 handling overnight support.

- Occasionally assist with server patching (rotating schedule, approximately once every 3 months on weekends).

- Support conference room AV/setup and related collaboration tools as needed.

Required Qualifications (Must-Haves)

- Solid background in networking fundamentals, including support for switches, firewalls (Fortinet experience a strong plus), and general network troubleshooting.

- Experience or familiarity with PLC automation hardware and industrial control systems.

- Proven track record in remote support, desktop/help desk support, and customer-facing technical assistance.

- Strong customer service orientation - ability to communicate effectively with non-technical users over the phone and provide clear guidance.

- Willingness and ability to learn quickly, with a foundational understanding of how IT systems and networks operate.

- Comfortable working in a mixed remote/onsite environment with primary emphasis on remote site support.

Preferred Qualifications (Nice-to-Haves / Plusses)

- Hands-on experience with Fortinet firewalls and switches.

- Knowledge of Cisco VoIP telephony systems.

- Familiarity with ServiceNow or similar ITSM ticketing platforms.

- Experience supporting conference room technology and AV setups.

- Prior exposure to onsite hardware support or infrastructure projects.

Team and Work Environment

- Report to a team lead in a group of approximately 12 IT professionals.

- Work closely with 2-3 direct counterparts for daily collaboration and escalation support.

- Role involves a mix of proactive infrastructure work, reactive troubleshooting, and customer interactions - not phone support all day, but focused remote site assistance with periodic calls.

- Primarily onsite in Omaha daily (with potential for some flexibility/trending toward reduced onsite days over time).

- Opportunity to fill a key gap in the team for a 12-month period, with a higher technical scope compared to some peer roles.

Soft Skills

- Excellent problem-solving and troubleshooting abilities.

- Strong communication skills for explaining technical concepts to customers and team members.

- Reliable, proactive, and able to work independently or collaboratively.

- Customer-first mindset with patience and professionalism.

This role offers a great opportunity to apply hands-on technical skills in a dynamic environment supporting critical network and automation infrastructure while growing expertise in specialized areas. If you thrive in customer support with a technical foundation and enjoy variety in daily tasks, we'd love to hear from you!

Apex Systems is a world-class IT services company that serves thousands of clients across the globe. When you join Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRated's Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico. Apex uses a virtual recruiter as part of the application process. Click for more details.

Apex Benefits Overview: Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our 'Welcome Packet' as well, which an Apex team member can provide.