Join New Era Technology, where People First is at the heart of everything we do. With a global team of over 3,000 professionals, we're committed to creating a workplace where everyone feels valued, empowered, and inspired to grow. Our mission is to securely connect people, places, and information with end-to-end technology solutions at scale.
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
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 the delivery of high-quality IT technical professional services to our clientele. These services may include consulting, on-site or remote troubleshooting, and support for clients with various network technologies, installation and integration, migration services. The ITMS Support Specialist -Tier 2 must demonstrate superior 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.
- Occasional on-site to nearby customers (less than 5%).
- Occasional on-call responsibility/rotation.
- Participation in process improvement initiatives.
- Documentation skills for customer environments.
COMPETENCIES:
- 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 EXPERIENCE REQUIRED:
- 3-5 years’ experience as a Support Specialist.
- 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.
PREFERRED CERTIFICATIONS/Skills:
- Microsoft Certifications preferred.
- Bonus point for Intune, ConnectWise, Automate or N-Able experience.
- Virtualization technology certified a plus. (Azure, VM Ware and AWS)
- Experience with MSP tools like ITGlue are a bonus.
EXPECTED HOURS OF WORK: Full-time position working 40 hours per week - Monday - Friday 8am - 5pm. Overtime hours may be required.
TRAVEL: Travel is required, but only occasionally, and is less than 10%.
Pay Rate: $32.00 - $35.00/ hr based on experience
#LI-DL1
New Era Technology, LLC., and its subsidiaries (“New Era” “we”, “us”, or “our”) in its operating regions worldwide are committed to respecting your privacy and recognize the need for appropriate protection and management of any Personal Data that you may provide us. In this, we are also committed to providing you with a positive experience on our websites and while using our products, services and solutions (“Solutions”).
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] .
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.
-
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.
-
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.
-
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
Similar Jobs
.png)
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
