ITMS Support Specialist, Tier 1

New Era Technology•Toledo, OH

5h•Hybrid

About The Position

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. The ITMS Support Specialist Tier 1 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 1 must demonstrate superior proficiency in the performance of these services. Dedication to quality and customer satisfaction are critical success factors for this position.

Requirements

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.
3+ years’ experience as an ITMS Support Specialist or IT Support Technician.
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.

Nice To Haves

Microsoft Certifications preferred.
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.

Responsibilities

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.
On-site to local clients maybe required – up to 15%.
Occasional on-call responsibility/rotation.
Participation in process improvement initiatives.
Documentation skills for customer environments.