ITMS Support Specialist, Tier 2

🔥 1 minute ago

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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New Era Technology

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

💼 Consulting

🏥 Healthcare

📦 Logistics

Consulting • Healthcare • Logistics

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

• 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