Support Specialist

Summary

Join New Era Technology, a global company with over 4,500 professionals, committed to creating a valued and empowered workplace. As a Support Specialist, you will ensure proper computer operation for end-users, resolving technical issues and providing expert IT support. The role involves troubleshooting hardware, software, and network problems, escalating complex issues, and maintaining documentation. You will work remotely on a night shift (9 pm – 6 am PH time). New Era prioritizes personal and professional development, offering continuous training and competitive benefits.

Requirements

• 3–4 years of experience in IT support or a similar technical role
• Must have a CCNA / CCNP certificate
• Proficient in Microsoft desktop and server operating systems
• Skilled in configuring and troubleshooting networking devices (routers, switches, firewalls)
• Familiar with a wide range of diagnostic tools and utilities
• Experienced in supporting IT operations independently within a 24x7 environment. Strong documentation and reporting capabilities
• Clear and effective communicator with excellent customer service and teamwork skills. Able to simplify technical concepts for non-technical users
• Analytical thinker with strong troubleshooting abilities. Quick to learn, detail-oriented, and able to perform under pressure

Responsibilities

• Respond to support requests via phone and email in a courteous and professional manner
• Gather and record user information and issue details accurately
• Troubleshoot hardware, software, and network problems using diagnostic tools and online resources
• Escalate complex issues to the appropriate technical teams when necessary
• Track and document all support activities, including time spent and resolution steps
• Maintain and update documentation for client systems and environments
• Perform hands-on fixes such as software installations, hardware setups, backups, and system configurations
• Test solutions to confirm issues are resolved and analyze recurring problems to suggest improvements
• Create user guides and FAQs to assist end users

Benefits

• Day 1 HMO + 1 free dependent
• Health and Wellness Reimbursement Benefits
• Company Salary Loans
• Government contributions
• Assistance with government loan payments
• 13th month pay
• Night differentials pay
• Holiday pay (for hours worked on holidays)
• Mandated Leaves
• Work equipment provided