Senior L2/L3 Field IT Support Specialist

Position : Senior L2/L3 Field IT Support Specialist

Location: Houston, TXJob SummaryThe Senior L2/L3 Field IT Support Specialist will provide onsite IT support across multiple client locations in the Houston, TX area while also supporting the growth of Nexien's IT Managed Services business.This is a hands-on, client-facing role responsible for L2/L3 technical support, field troubleshooting, IT asset management, Smart Hands support, and client relationship management.

The specialist will work independently across multiple client environments and coordinate with client IT teams and Nexien's technical resources to resolve complex technical issues.In addition to technical responsibilities, this position will support business development activities, including identifying potential clients, developing relationships with prospective customers, participating in client meetings, conducting site assessments, and supporting proposals and service opportunities.Because this is a multi-site field position, the ability to travel between client locations and occasionally travel out of state is required.Key Responsibilities1. L2/L3 Desktop & End-User SupportProvide onsite L2/L3 technical support for desktops, laptops, monitors, printers, peripherals, and other end-user devices.Diagnose and resolve complex hardware, software, operating system, application, and connectivity issues.Troubleshoot Windows OS, Microsoft 365, Active Directory, user accounts, permissions, and common enterprise applications.Support workstation imaging, configuration, deployment, replacement, and troubleshooting.Analyze recurring technical issues and identify potential root causes.Manage tickets from initial diagnosis through resolution or appropriate escalation.Prioritize and manage multiple incidents across different client locations based on business impact and urgency.2. Multi-Site & Field IT SupportProvide scheduled and on-demand IT support at multiple client locations throughout the Houston area.Serve as an onsite technical point of contact for assigned client locations.Communicate directly with client users, site management, and remote IT teams.Work independently at client sites while following client IT policies, procedures, and security requirements.Travel to other client locations as required.Participate in occasional out-of-state travel for client deployments, projects, or technical support.3. Network & Infrastructure – Smart Hands SupportPerform onsite Smart Hands support for network and infrastructure equipment under direction from client or Nexien technical teams.Assist with equipment installation, replacement, physical connectivity, cable tracing, equipment checks, and basic network troubleshooting.Support server, network, firewall, wireless, and other infrastructure-related activities as directed.Perform physical onsite tasks based on instructions from remote infrastructure teams.Do not independently modify production infrastructure configurations without appropriate authorization.Escalate complex infrastructure issues to the appropriate technical team.Provide clear onsite status updates, test results, photos, and troubleshooting information when required.4. IT Asset & Lifecycle ManagementManage distribution, deployment, collection, replacement, and return of IT equipment.Support employee onboarding and offboarding activities.Maintain accurate asset inventory records and track equipment assignments and locations.Conduct periodic physical inventory audits.Coordinate hardware replacement and RMA processes with manufacturers or vendors.Ensure equipment is properly labeled, documented, stored, and accounted for.5. Client Relationship & Service ManagementDevelop and maintain strong working relationships with client IT teams, site management, and end users.Understand client IT environments, operational requirements, and recurring support needs.Identify recurring technical or operational issues and communicate potential service improvements.Participate in client meetings, service reviews, and onsite assessments.Represent Nexien professionally at client locations and maintain a high standard of customer service.6. Business DevelopmentIdentify and develop new business opportunities for Nexien's IT Managed Services and technical staffing solutions.Research and identify potential clients within the Houston market and surrounding areas.Develop relationships with prospective customers and key decision-makers.Conduct initial discussions to understand prospective clients' IT support, staffing, and managed service requirements.Participate in client visits, site assessments, presentations, and service discussions.Collaborate with the Regional Manager and Nexien leadership to develop proposals and service solutions.Identify opportunities to expand services within existing client accounts.Maintain accurate records of prospects, opportunities, meetings, and follow-up activities.Support the development of long-term client relationships and recurring IT service opportunities.7. Nexien Technical & Operational SupportCollaborate with Nexien's technical team on escalated issues and complex troubleshooting.Provide onsite technical information and perform requested diagnostic or physical tasks to support remote resolution.Participate in technical projects, deployments, system upgrades, and client implementations.Support technical pre-sales activities and client site assessments.Provide regular reports on client support activities, technical issues, and business development opportunities.QualificationsRequired Qualifications5+ years of hands-on IT support experience, with significant experience in L2/L3 Desktop Support, Field IT Support, Managed Services, or similar roles.Strong experience troubleshooting Windows-based enterprise environments.Hands-on experience supporting:Windows 10/11Microsoft 365Active DirectoryPCs, laptops, monitors, printers, and peripheralsEnterprise applicationsBasic to intermediate network troubleshootingExperience with IT asset management, workstation deployment, and equipment lifecycle management.Ability to independently troubleshoot complex technical issues and determine appropriate escalation paths.Experience working directly with clients or business users in a professional services, managed services, or field-support environment.Strong written and verbal communication skills.Ability to work independently across multiple client locations.Demonstrated ability or interest in business development, client relationship management, or account growth.Valid driver's license and reliable transportation.Ability and willingness to travel between client sites and occasionally travel out of state.Bilingual proficiency in English and Korean is preferred.Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.Preferred QualificationsExperience supporting IT operations in a manufacturing, automotive, warehouse, or production environment.Experience working for an MSP, IT services company, staffing company, or technology solutions provider.Existing relationships with local businesses or organizations in the Houston market.Experience with Microsoft Intune, SCCM/MECM, endpoint management, or device deployment tools.Experience with networking concepts including TCP/IP, DNS, DHCP, VLANs, Wi-Fi, and network troubleshooting.Experience with server, network, firewall, or wireless infrastructure support.Experience with ITIL-based service management or enterprise ticketing systems.Experience preparing proposals, conducting client presentations, or participating in technical pre-sales.CompTIA A+, Network+, Security+, Microsoft certifications, or other relevant IT certifications.Core CompetenciesAdvanced Technical TroubleshootingField & Multi-Site SupportClient Relationship ManagementBusiness DevelopmentProblem OwnershipSmart Hands / Infrastructure SupportIT Asset ManagementCustomer ServiceCommunication & DocumentationIndependent WorkTravel Flexibility