ITMS Support Specialist, Tier 2
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Job Description
Tier 2 IT support specialist troubleshooting networks, systems, and cloud environments for New Era Technology. Delivering remote client support, ticket management, and infrastructure maintenance.
Responsibilities:
- Provide high-quality IT technical support services to clients
- Perform remote troubleshooting
- Support clients with various network technologies
- Perform installation, integration, and migration services
- Deliver world-class support services and maintain customer satisfaction
- Optimize productivity while assigned to customer tickets or projects
- Prioritize work through ticket and project status
- Troubleshoot and resolve network issues, escalating where appropriate
- Perform ticket quality control and ticket management
- Communicate with customers by phone, video, and email
- Document processes and customer environments
- Participate in process improvement initiatives
- 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
- Experience planning and executing 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
- 1+ years in a customer-facing role, MSP preferred
- 1+ years working with SaaS products
- Ability to troubleshoot and correct Server, PC, Desktop, VM, Client/Server issues
- Broad-based 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
- Excellent verbal, documentation, and customer service skills
- Proficiency in core technical requirements
- High School diploma or equivalent is required
- Microsoft Certifications preferred
- Virtualization technology certification (Azure, VMware, and AWS) a plus
- Experience with MSP tools like ITGlue is a bonus
- Occasional work outside normal business hours may be required
- Participation in an on-call rotation, typically 1 week out of 6 weeks
Benefits:
- Full Benefits
- Medical
- Dental
- Vision
- 401K match
- 7 company holidays + generous PTO
- Continuous training
- Personal and professional development opportunities
- Supportive, growth-oriented team culture
- Minimal travel may be required on an as-needed basis
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