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At New Era, you'll join a team-oriented culture that prioritizes your personal and professional development. Work alongside industry-certified experts, access continuous training, and enjoy competitive benefits. Guided by our core attributes — putting people first, embracing continuous learning, and thriving through collaboration and inclusion — we nurture our people to deliver exceptional customer service.
If you want to make an impact in a supportive, growth-oriented environment, New Era is the place for you. Apply today and help us shape the future of work—together
Title: - IT Analyst
Location:- Kodathi-Bangalore, India
Work Type: work from office
Shifts: Rotational shifts
Job Summary
Our Cameo team is looking for IT analyst’s to work as a member of our internal technical support team to, process Level 1 technical requests from internal employees over phone and tickets.
Responsibilities:
- Function as an Internal IT Technical Support Executive catering to inbound calls.
- Provide resolution of procedural, process, information, and technical problems for requests from internal client base submitted over phone or automated means.
- Provide audit trail of all problems and resolution (input, monitor, and action, close) through the use of required tools.
- Assume ownership of any IT problem from any internal client and follow path of escalated contacts to ensure the problems are resolved in timely and effective ways to the satisfaction of the requestor and well within the contractual agreements.
- Follow-up with clients and utilize case handling and closure policies to insure satisfaction both from users and employers.
- Identify systematic problems and/or recommend opportunities for improvement that will eliminate or reduce problems in the field.
- Act as advocates for the internal clients to insure their needs and concerns are addressed.
- Follow established procedures for call referral, escalation and problem resolution.
- Work cooperatively with other team members to resolve problems to the satisfaction of the administrators.
- Recommend modifications to existing procedures or new procedures that will improve the overall operation of the Service Desk Team.
- Perform other duties and responsibilities as assigned.
Minimum Requirements
- Grad Degree (CS or EE a plus).
- Excellent written and Verbal Communication skills.
- Ability to communicate clearly and effectively with all levels of IT and Non IT staff via phone, email, and/or IM.
- Absolute availability and adherence to work shifts as assigned on a 24/7 mode.
This includes assignment on weekend support and night shift as per process requirement.
Added Advantage
- 6+ months of experience in international call centers / service desks supporting international users only.
- Trained or certified on technical support related certifications.
Additional Areas of Focus
- Working knowledge of Windows based operating systems and Applications.
- Demonstrated or have the ability to analyze, troubleshoot and resolve issues of varying complexity with minimal supervision.
- Applies established solutions to solve known issues and assists in the development of solutions for new issues.
- Able to manage crisis situations effectively.
- Manage multiple, simultaneous projects and cases while maintaining predefined service levels and high customer satisfaction.
Interested candidates may share their updated resumes to:
[email protected]
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View our Privacy Policy here https://www.neweratech.com/us/privacy-policy/
We never ask candidates to pay any fees at any point in our hiring process. If you are ever asked to provide payment for training, certification, equipment, or any other purpose, it is not from our company. Only communications from our official company channels should be trusted. Please note our official email domain is @neweratech.com. If you suspect fraudulent activity, please contact us immediately at [email protected] .
Skills Required
- Graduate degree
- Degree in Computer Science or Electrical Engineering
- Excellent written and verbal communication skills
- Ability to communicate clearly with all levels via phone, email, and IM
- Absolute availability and adherence to assigned 24/7 rotational shifts (including nights and weekends)
- 6+ months experience in international call centers/service desks supporting international users
- Technical support related training or certifications
- Working knowledge of Windows-based operating systems and applications
- Ability to analyze, troubleshoot, and resolve issues with minimal supervision
- Ability to manage crisis situations effectively
- Ability to manage multiple simultaneous projects and cases while maintaining service levels and customer satisfaction
New Era Technology Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about New Era Technology and has not been reviewed or approved by New Era Technology.
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Leave & Time Off Breadth — Time off is positioned as generous, with multiple sources pointing to roughly four weeks of PTO up front or ~28–29 days including company holidays in some U.S. roles. Time away is also described as straightforward to use and sometimes viewed as a meaningful offset to weaker cash compensation.
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Strong & Reliable Incentives — Earnings upside appears stronger in certain sales and account roles where on‑target earnings can be attractive when performance is high. Variable pay can materially lift total compensation in these roles relative to positions with mostly fixed pay.
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Flexible Benefits — Flexible work arrangements such as remote and hybrid options are commonly highlighted as part of the overall rewards experience. Flexible Spending Accounts (e.g., medical, dependent care, commuter transit) are also referenced as available in at least some contexts.
New Era Technology Insights
What We Do
New Era Technology is a global managed technology service provider. New Era serves as a trusted adviser to more than 14,500 customers worldwide. Customers rely on New Era’s seamless blend of solutions that securely connect people, places, and information in a rapidly changing digital world. New Era has offices in the Americas, the United Kingdom, APAC, and Europe. New Era provides solutions and services to diverse industries including Global Enterprise, Banking & Finance, Smart Buildings & IoT, Healthcare, Education, and Government. Solutions and Services: • Collaboration & Unified Communications • Data Networking • Digital Transformation • SecureBlu Security Services • CloudBlu Cloud Services • Physical Security & Life Safety • Managed Services • Professional Services
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