New Era Technology
Technology
SystemSupportSpecialist,Tier2
Neural analysis suggests this role is
optimal for Mid+ candidates.
“System Support Specialist, Tier 2 at New Era Technology. Skills: System support, Network troubleshooting, Customer service. Deliver IT professional technical services. Provide consulting services”
What You'll Achieve.
Deliver world class Support Services; Achieve customer satisfaction
Industry & Context.
Problem-solving; Troubleshoot Server issues; Troubleshoot PC issues; Troubleshoot Desktop issues; Troubleshoot VM issues; Troubleshoot Client/Server issues; Analyze issues; Correct issues
Occasional on-site, Occasional on-call, Less than 10% travel
What They're Looking For.
Must Have
3-5 years Systems Engineer, Troubleshoot VMware, O365, backups, Analyze VMware, O365, backups, Configure VMware, O365, backups, Troubleshoot desktops, Window, client/server, Analyze desktops, Window, client/server, Configure desktops, Window, client/server, Microsoft, Mac, Virtual services experience, Hardware and firmware upgrades, Patching equipment, Network hardware knowledge, Network protocols knowledge, Internet standards knowledge, Ticketing systems background, 2+ years customer facing role, 2+ years working with SaaS
Nice to Have
Microsoft Certifications, Intune experience, Connectwise experience, Automate experience, N-Able experience, Virtualization technology certified, Azure certification, VM Ware certification, AWS certification, MSP tools experience, ITGlue experience
What You'll Do.
Deliver IT professional technical services
Provide consulting services
Provide on-site troubleshooting
Provide remote troubleshooting
Support clients with network technologies
Perform migration services
Optimize productivity on tickets
Optimize productivity on projects
Prioritize work by ticket status
Prioritize work by project status
Resolve network issues
Escalate network issues
Perform ticket quality control
Communicate via phone
Communicate via video
Communicate via email
Participate in process improvement
Document customer environments
How You'll Work.
Team & Collaboration
Team-oriented culture; Work with experts; Collaboration and inclusion
Communication Scope
Verbal skills; Written communication; Phone communication; Video communication; Email communication
Full Job Description
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 New Era Technology offers: · Full Benefits · Medical · Dental · Vision · 401K match · 28 PTO Days including company holidays SUMMARY: The Support Specialist is responsible for the delivery of high-quality IT professional technical 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 Support Specialist 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 comm
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