ITMS Support Specialist Tier 2

Summary

Join New Era Technology's global team of 4,500 professionals and become a Tier 2 ITMS Support Specialist. This full-time, remote position (India-based candidates preferred) offers flexible shifts, including occasional after-hours support. You will handle escalated technical issues, provide advanced troubleshooting, and perform root cause analysis for complex IT support requests. Collaborate with Tier 1 technicians and other teams to maintain service excellence and ensure seamless client experiences. The role involves working with various technologies, including Windows and macOS operating systems, Microsoft 365, VMware, and more. New Era Technology offers competitive compensation and remote work flexibility.

Requirements

• 4+ years of experience in an IT support role (preferably Tier 2 or above) in an MSP or enterprise environment
• Strong technical knowledge of Windows and macOS operating systems, Microsoft 365, VMware, client/server infrastructure, and backup technologies
• Experience with troubleshooting network configurations, Active Directory, Intune, patch management, and remote desktop tools
• Excellent problem-solving skills and ability to work independently on critical issues
• Strong written and verbal communication skills for client interactions and documentation
• Experience working with ticketing systems (e.g., ConnectWise, ServiceNow, JIRA)
• Ability to prioritize tasks effectively and meet service-level targets

Responsibilities

• Handle escalated technical support incidents from Tier 1 and resolve complex hardware, software, and network issues
• Perform advanced troubleshooting for desktops, laptops, servers, Microsoft 365, virtualization platforms (VMware/Hyper-V), backup systems, and SaaS products
• Assist in patch management, firmware upgrades, and implementation of new technologies
• Conduct root cause analysis and implement long-term solutions
• Use remote support tools and ticketing systems to log, track, and resolve service requests
• Work closely with clients to understand technical needs and provide proactive support
• Document solutions, build knowledge base articles, and contribute to process improvements
• Support process automation and participate in internal IT projects
• Provide mentorship and guidance to Tier 1 support technicians
• Participate in on-call rotation and after-hours support as needed

Preferred Qualifications

• Microsoft Certifications (MCP, MCSA, MS-900, or equivalent)
• Experience with ConnectWise Automate, Intune, N-Able, or ITGlue
• VMware or other virtualization certifications
• Exposure to scripting or automation tools is a plus

Benefits

Competitive compensation and remote work flexibility