ITMS Support Specialist, Tier 2

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 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

• 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.