New Era Technology
Cybersecurity • Telecommunications • Enterprise
New Era Technology is a global technology solutions provider offering a wide range of services and solutions, including cloud services, professional and managed services, cybersecurity, collaboration and unified communications, data networking, digital transformation, and physical security. With a team of engineers, designers, installers, and technicians, New Era Technology collaborates with over 20,000 customers and operates through 80+ offices worldwide. They are recognized as a top integrator for AV and video collaboration and offer industry-specific solutions for sectors such as healthcare, education, government, banking, finance, and retail. New Era Technology aims to help businesses adapt to the rapidly changing digital landscape through innovative technology solutions and customized services.
Alert Support Specialist
Job not on LinkedIn
July 31
New Era Technology
Cybersecurity • Telecommunications • Enterprise
New Era Technology is a global technology solutions provider offering a wide range of services and solutions, including cloud services, professional and managed services, cybersecurity, collaboration and unified communications, data networking, digital transformation, and physical security. With a team of engineers, designers, installers, and technicians, New Era Technology collaborates with over 20,000 customers and operates through 80+ offices worldwide. They are recognized as a top integrator for AV and video collaboration and offer industry-specific solutions for sectors such as healthcare, education, government, banking, finance, and retail. New Era Technology aims to help businesses adapt to the rapidly changing digital landscape through innovative technology solutions and customized services.
📋 Description
• Monitor and triage all alert tickets on the ConnectWise MSG boards. • Prioritize and manage alert-based incidents based on severity. • Troubleshoot and resolve hardware, software, voice, network, backup, and ITMS issues. • Follow escalation protocols as needed for critical alerts. • Deliver exceptional customer service via phone, video, and email communications. • Maintain high-quality ticket documentation and resolution updates. • Contribute to ticket quality control and process adherence. • Collaborate with internal teams to ensure timely issue resolution. • Maintain detailed documentation of customer environments.
🎯 Requirements
• 2–3 years of experience in a technical support or alert monitoring role. • Proven experience troubleshooting network, system, and software issues. • Working knowledge of ticketing systems (ConnectWise or similar). • 2+ years in a customer-facing support environment, preferably in a Managed Services Provider (MSP) setting. • Experience working with SaaS-based tools.
🏖️ Benefits
• Competitive benefits. • Continuous training. • Supportive and collaborative team culture. • Opportunities for growth and certification.
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