ITMS Support Specialist Tier 1

Join New Era Technology where People Firstis at the heart of everything we do. With a global team of over 4500 professionals were committed to creating a workplace where everyone feels valued empowered and inspired to grow. Our mission is to securely connect people places and information with end-to-end technology solutions at scale.

At New Era youll join a team-oriented culture that prioritizes your personal and professional development. Work alongside industry-certified experts access continuous training and enjoy competitive benefits. Driven by values like Community Integrity Agility and Commitment we nurture our people to deliver exceptional customer service.

If you want to make an impact in a supportive growth-oriented environment New Era is the place for you. Apply today and help us shape the future of worktogether.

New Era Technology offers:

Full Benefits

Medical

Dental

Vision

401K match

28 PTO Days including company holidays

SUMMARY: The Support Specialist isresponsible for the delivery of high-quality IT technical professional services to our clientele. These services may include consulting on-site or remote troubleshooting and support for clients with various network technologies installation and integration migration services. The Support Specialist must demonstrate superior proficiency in the performance of these services. Dedication to quality and customer satisfaction are critical success factors for this position.

PRIMARY DUTIES include but are not limited to:

• 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.

COMPETENCIES:

• 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.

REQUIRED EXPERIENCE REQUIRED:

• 2-3 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.

PREFERRED CERTIFICATIONS/Skills:

• 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.

EXPECTED HOURS OF WORK: Full-time position working 40 hours per week. Overtime hours may be required.

TRAVEL: Travel is required but only occasionally and is less than 10%.

LANGUAGE SKILLS: English

QUALIFICATIONS: To perform the job successfully an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge skill and ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

This job description is not designed to cover or contain a comprehensive listing of activities duties or responsibilities that are required of the employee. Other duties responsibilities and activities may change or be assigned at any time with or without notice.

Physical Demands:

• Regular use of hands and fingers to operate a computer keyboard mouse and other office equipment.
• Regular repetitive movements such as typing mouse movements and scrolling. Ability to hear and understand spoken communications both in person and via remote communication tools (e.g. phone video conferencing).
• Ability to see and read computer screens and printed documents as well as adjust focus. This includes prolonged periods of looking at a computer screen.

EEO/AA Statement

New Era Technology provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race national origin religion pregnancy marital status gender identity age physical or mental disability or covered veteran status.

In addition to federal law requirements New Era Technology complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment including recruiting hiring placement promotion termination layoff recall transfer leaves of absence compensation and training.

New Era Technology Inc. and its subsidiaries (New Era we us or our) in its operating regions worldwide are committed to respecting your privacy and recognize the need for appropriate protection and management of any Personal Data that you may provide this we are also committed to providing you with a positive experience on our websites and while using our products services and solutions (Solutions).

View our Privacy Policy here never ask candidates to pay any fees at any point in our hiring process. If you are ever asked to provide payment for training certification equipment or any other purpose it is not from our company. Only communications from our official company channels should be trusted. Please note our official email domain is @. If you suspect fraudulent activity please contact us immediately at .