Netsec Support Specialist, Tier 2 -Remote

Join New Era Technology, where People First is at the heart of everything we do. With a global team of over 4,500 professionals, we're 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, you'll 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 work—together.

The NetSec Support Specialist Tier 2 position with New Era Technology offers you the following:

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

The NetSec Support Specialist Tier 2 is responsible for remediation of events and support of networking, EDR, AD, and server issues related to Security events. This position requires delivery of high-quality IT technical support services to our clientele with hands on support of the technologies listed. These services include support ticketing assignments, consulting, remote troubleshooting, and support for clients with various technologies. 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. This role provides in-depth support for security incidents, system vulnerabilities, and user security issues. The Tier 2 specialist will work closely with security engineers and IT teams to monitor, investigate, and remediate security threats while ensuring compliance with security policies and best practices.

***Please note, candidate must reside in the United Sates and VISA sponsorship is not available for this opportunity.

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 client issues
• Strong broad-based knowledge of SIEM tools (e.g. Sentinel, Perch Etc. ).
• Familiarity with Windows, Linux, and cloud security environments (Azure, VMware, AWS).
• Experience with firewalls, antivirus, IDS/IPS, and EDR ( Sentinel One, CrowdStrike)
• Understanding of incident response processes and cybersecurity best practices.
• Ability to communicate effectively and professionally with all customer contacts.
• Ability to provide clear written communication for tickets.
• 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 NetSec Support Specialist Tier 2.
• 2+ years' managing firewalls, Cisco, Fortinet, other.
• 1+ years' working with EDR tools - Sentinel One, CrowdStrike, other.
• 2+ years' working on windows technology, Server, AD,O365 or equivalent.
• Identify, Troubleshoot and analyze Security Alerts & Threats including Phishing, Ransomware, Malware etc.
• Proven experience with systems security principles, and general maintenance best practices.
• Participate in planning and execution of new and existing equipment hardware and firmware upgrades.
• Working technical knowledge of current network hardware, protocols, and security standards
• Fundamental knowledge of Network relationship to cyber security principles and practices.

PREFERRED CERTIFICATIONS/Skills:

• CompTIA Security+
• Experience with multiple network technology stacks. (Solar Winds and Auvik)
• Experience with RMM tools (N-able, Screen Connect, Automate)
• Knowledge and experience in network virtualization technologies. (Azure and AWS)
• Experience in MSP's with tools such as Connectwise or ITGlue is a bonus.

EXPECTED HOURS OF WORK: Full-time position working 40 hours per week. Shift Monday – Friday 8:00am – 5:00pm Eastern Time. On-call rotation is 1 week out of 4 weeks. Overtime hours may be required.

TRAVEL: Travel is required, but only occasionally, and is less than 5% and would be local.

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.

WAGE: $30.00 -$35.00 depending upon experience.

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