ITMS Senior Support Engineer - Tier 2

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.

New Era Technology offers:

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

SUMMARY:

The Senior Support Specialist is responsible 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 Senior 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 :

• 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.

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: T o 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 us. In 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

We 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 @neweratech.com . If you suspect fraudulent activity, please contact us immediately at [email protected] .