System Support Specialist, Tier 2

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $35 - $40 / hour

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

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New Era Technology

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🔒 Cybersecurity

📡 Telecommunications

🏢 Enterprise

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

• 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.

🎯 Requirements

• 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.

🏖️ Benefits

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