ITMS Support Specialist, Tier 2

ITMS Support Specialist, Tier 2 position with New Era Technology offers you the following:

• Full Benefits
• Medical
• Dental
• Vision
• 401K match
• 7 company holidays + generous PTO

*** At this time, we are unable to offer visa sponsorship for this position. Candidates must be authorized to work in the United States without the need for sponsorship now or in the future.

The ITMS Support Specialist, Tier 2 is responsible for providing high-quality IT technical support services to our clientele. These services may include remote troubleshooting, support for clients with various network technologies, installation and integration, and migration services. The ITMS Support Services, Tier 2 must demonstrate proficiency in the performance of these services. Dedication to quality and customer satisfaction are critical success factors for this position.

PRIMARY DUTIES include but are not limited to:

• 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.
• Documenting process and customer environments.
• Occasional on-call responsibility/rotation.
• Participation in process improvement initiatives.
• Documentation skills for customer environments.

EXPERIENCE:

• 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.
• 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.
• 1+ years in a customer-facing role, MSP preferred.
• 1+ years working with SaaS products.
• Outstanding capabilities to troubleshoot and correct Server, PC, Desktop, VM, Client/Server issues.
• Strong broad-based knowledge of VM, hardware, operating systems, patching, backup, security protocols, basic understanding of Network protocols, and Remote Management tools.
• Ability to communicate effectively and professionally with all customer contacts.
• Ability to provide clear written communication for ticket/project updates.
• Clear written communication to maintain organization and control over all information related to customer tickets and assignments.
• Excellent verbal skills for customer interaction.
• Excellent documentation skills.
• Dedicated to always providing exceptional customer service.
• Proficiency in all aspects of the core technical requirements.
• Strong team collaboration skills.

REQUIRED EDUCATION / CERTIFICATIONS:

• High School diploma or equivalent is required.
• Microsoft Certifications preferred.
• Bonus points for Intune, Connectwise, Automate, or N-Able experience.
• Virtualization technology certified a plus (Azure, VMware, and AWS).
• Experience with MSP tools like ITGlue is a bonus.

PHYSICAL DEMANDS: Regular use of hands and fingers to operate a computer, keyboard, mouse, and other office equipment, including repetitive motions such as typing, scrolling, and mouse use. Ability to communicate effectively and understand verbal communication in person, by telephone, and through video conferencing or other remote communication tools. Ability to view and read information on computer screens and printed materials, including the ability to adjust focus. The position requires prolonged periods of computer use and viewing a computer screen.

EXPECTED HOURS OF WORK: This position generally operates during normal business hours; however, specific start and end times may vary based on business needs, workload, and job responsibilities. Occasional work outside of normal business hours may be required.  This role does have an On-Call rotation.  The rotation is typically, 1 week out of 6 weeks.

TRAVEL:    Minimal travel may be required on an as-needed basis.