Support Specialist • Managed Services - (x)OC

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

About the Role

The Managed Service Support Specialist’s strives daily to deliver exceptional customer experience and plays an important role in our company’s success. Our technicians handle client support requests and make sure that issues are handled quickly, and the client is informed every step of the way. Candidates must be energetic and focused with a strong motivation to learn new technologies and maintenance processes. We are looking for team members with dedication, persistence, effective utilization of provided resources and the ability to deliver superior customer service.

Essential Functions

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Provide Tier 2 Level IT Support relating to technical issues involving Microsoft's core business applications and operating systems

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Troubleshoot and resolve incoming technical issues via phone or through our ticket system Research internal and external resources for the best solution

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Advise clients as to pertinent concerns discovered in the process of serving them

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Build and foster client relationships to earn their trust  Record time spent on all tasks, including troubleshooting steps, research, and remediation in the designated platform to ensure accurate reporting of labor against Managed Services client contracts

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Develop and maintain an inventory of all monitors, keyboards, hard drives, printers, scanners, and other peripheral equipment

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Apply diagnostic utilities to aid in troubleshooting

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Create and maintain up-to-date documentation of existing and new client systems and environments

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Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications Evaluate documented resolutions and analyze trends for ways to prevent future problems Procure computer supplies as requested by IT management

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Communicate with vendors to request service, update, and resolve open tickets

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Adhere to established methods for responding to and documenting support requests

Required Experience/Education

Degree in the field of computer science and/or equivalent work experience.

Practical knowledge in installing and configuring operating systems, networked and local printers, and a minimum of 2 years of industry experience, specifically supporting Microsoft based environments

Required: Windows Desktop OS’s, Windows Server platforms, Active Directory, Group Policy

Preferred: Exchange platforms, VLAN, VPN, HP and Meraki Network Configurations, Routing, Wireless, and FortiGate firewall solutions, SDWAN

Knowledge, Skills & Abilities

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Strong technical knowledge and understanding of SMB networks, infrastructure, and equipment

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Ability to concisely document processes, issues, resolutions; strong writing skills required Ability to multi-task, prioritize tasks and respond with sense of urgency

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Strong problem solving and critical thinking abilities

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Ability to work independently successfully and effectively and within a team structure

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Self-motivated and responsive to Management and customers

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Strong organizational skills and attention to detail

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Experience working with time tracking/ticketing software desired

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Demonstrated knowledge of standard help desk service call methods and procedures Exceptional ability to develop productive and positive customer relationships

Interested candidates please share your resume to [email protected]

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