Support Specialist – Tier 2

Summary

Join New Era Technology, a global company with over 4,500 professionals, committed to creating a supportive and growth-oriented workplace. As a System Engineer, you will deliver high-quality IT services to clients, including consulting, troubleshooting, and support for various network technologies. You will work with a team-oriented culture that prioritizes personal and professional development, offering continuous training and competitive benefits. The role requires 3-5 years of experience as a Systems Engineer with expertise in troubleshooting and configuring various systems. New Era values community, integrity, agility, and commitment, fostering a positive work environment.

Requirements

• 3-5 years’ experience as a Systems Engineer
• Ability to troubleshoot, Analyze, and configure VMware, O365, backups, desktops, Window, client/server in a variety of Operating Systems
• Proven track record and experience with Microsoft, Mac, and Virtual services
• Participate in planning and execution of new and existing equipment hardware and firmware upgrades, including patching
• Working technical knowledge of current network hardware, protocols, and internet standards
• Strong background with ticketing systems and tracking work
• 2+ years in a customer facing role, MSP preferred
• 2+ years working with SaaS products
• Outstanding capabilities to troubleshoot and correct Server, PC, Desktop, VM, Client/Server issues
• Strong broad-based knowledge of VM, hardware, Operating systems, patching, backup, security protocols, basic understanding of Network protocols, and Remote Management tools
• Ability to communicate effectively and professionally with all customer contacts
• Ability to provide clear written communication for ticket/project updates
• Clear written communication to maintain organization and control over all information related to customer tickets and assignments
• Excellent verbal skills for customer interaction
• Excellent documentation skills
• Dedicated to always providing exceptional customer service
• Proficiency in all aspects of the core technical requirements
• Strong team collaboration skills

Responsibilities

• Customer Satisfaction through the delivery of world class Support Services
• Optimizing productivity while assigned to customer tickets or projects
• Ability to prioritize work through ticket and project status
• Problem-solving and resolution of network issues and escalating where appropriate
• Ticket Quality Control and Ticket Management
• Customer Service including phone, video, and email communication
• Occasional on-site to nearby customers (less than 5%)
• Occasional on-call responsibility/rotation
• Participation in process improvement initiatives
• Documentation skills for customer environments

Preferred Qualifications

• Microsoft Certifications preferred
• Bonus point for Intune, ConnectWise, Automate or N-Able experience
• Virtualization technology certified a plus. (Azure, VM Ware and AWS)
• Experience with MSP tools like ITGlue are a bonus

Benefits

• Full Benefits
• Medical
• Dental
• Vision
• 401K match
• 28 PTO Days including company holidays