ITMS Support Specialist – Tier 2
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Job Description
Remote Tier 2 IT support specialist troubleshooting networks, systems, and client environments for New Era Technology. Delivering managed IT services, ticket resolution, upgrades, and customer support.
Responsibilities:
- Provide high-quality IT technical support services to clients
- Perform remote troubleshooting and support for various network technologies
- Deliver installation, integration, and migration services
- Optimize productivity while assigned to customer tickets or projects
- Prioritize work through ticket and project status
- Troubleshoot, analyze, configure, and resolve network issues; escalate where appropriate
- Perform ticket quality control and ticket management
- Provide customer service by phone, video, and email
- Document processes and customer environments
- Participate in process improvement initiatives
- Plan and execute equipment hardware and firmware upgrades, including patching
- Participate in an occasional on-call rotation
Requirements:
- Candidates must be authorized to work in the United States without the need for sponsorship now or in the future
- 3-5 years’ experience as a Systems Engineer or similar role
- Ability to troubleshoot, analyze, and configure VMware, O365, backups, desktops, Windows, client/server in a variety of Operating Systems
- Proven track record and experience with Microsoft, Mac, and Virtual services
- Working technical knowledge of current network hardware, protocols, and internet standards
- Strong background with ticketing systems and tracking work
- 1+ years in a customer-facing role, MSP preferred
- 1+ years working with SaaS products
- Strong knowledge of VM, hardware, operating systems, patching, backup, security protocols, basic network protocols, and remote management tools
- Ability to communicate effectively and professionally with customer contacts
- Clear written communication for ticket/project updates and customer information
- Excellent verbal, documentation, and customer service skills
- High School diploma or equivalent is required
- Occasional work outside normal business hours may be required
- Ability to participate in an on-call rotation, typically 1 week out of 6 weeks
- Minimal travel may be required on an as-needed basis
Benefits:
- Full Benefits
- Medical
- Dental
- Vision
- 401K match
- 7 company holidays + generous PTO
- Continuous training
- Personal and professional development opportunities
- Occasional on-call rotation compensation not specified
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