ITMS Support Specialist II (Tier 2) — Customer-First Tech

New Era Technology; West Chester (Chester County); On-site; USD 70,000 - 100,000; Full time

Benefits offered by this job

Full Benefits

Medical

Dental

Vision

401K match

7 company holidays + generous PTO

Job summary

New Era Technology, LLC. is seeking an ITMS Support Specialist, Tier 2 to deliver high-quality IT support for clients, including remote troubleshooting, installation, and migration of diverse network technologies. The role emphasizes customer satisfaction, ticketing discipline, and clear documentation.

The position requires 3–5 years as a Systems Engineer or similar, strong Microsoft/Mac/Virtual services experience, and on-call rotation with minimal travel. Training and benefits are provided.

Qualifications

• High School diploma or equivalent is required.
• Microsoft Certifications preferred.
• Bonus points for Intune, ConnectWise, Automate, or N-Able experience.
• Virtualization tech know-how (Azure, VMware, AWS) is a plus.
• Experience with MSP tools like ITGlue is 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.
• Documenting process and customer environments.
• Occasional on-call responsibility/rotation.
• Participation in process improvement initiatives.
• Documentation skills for customer environments.

Skills

VMware

O365

Windows

Desktops

Client/Server

Networking

Ticketing systems

Customer-facing

SaaS products

Remote management tools

Education

High School diploma or equivalent

Microsoft Certifications preferred

Intune experience

VMware/AWS virtualization knowledge

Tools

Intune

ConnectWise

Automate

N-Able

Azure

ITGlue

Job description

New Era Technology, LLC. is seeking an ITMS Support Specialist, Tier 2 to deliver high-quality IT support for clients, including remote troubleshooting, installation, and migration of diverse network technologies. The role emphasizes customer satisfaction, ticketing discipline, and clear documentation.

The position requires 3–5 years as a Systems Engineer or similar, strong Microsoft/Mac/Virtual services experience, and on-call rotation with minimal travel. Training and benefits are provided.