ITMS Support Specialist - Tier 1

New Era Technology•West, WV

18h

About The Position

Join New Era Technology, where People First is at the heart of everything we do. With a global team of over 4,500 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. Driven by values like Community, Integrity, Agility, and Commitment, 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 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 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.

Requirements

2-3 years’ experience as a Systems Engineer.
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.
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.

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.
Occasional on-site to nearby customers (less than 5%).
Occasional on-call responsibility/rotation.
Participation in process improvement initiatives.
Documentation skills for customer environments.