Support Specialist • Managed Services - (x)OC

New Era Technology; United States; Remote; USD 60,000 - 90,000; Full time

Job summary

New Era Technology is seeking a Managed Service Support Specialist to deliver exceptional customer experience and support Microsoft-based environments. You will troubleshoot issues via phone or ticket system and maintain accurate documentation of steps and outcomes.

We value energetic, growth-minded professionals who excel at teamwork, time management, and building trusted client relationships. You will collaborate with technicians and management to improve processes and prevent recurring

Qualifications

• Degree in computer science or equivalent work experience.
• 2+ years of industry experience, supporting Microsoft-based environments.
• Experience with Windows desktop OS, Windows Server, Active Directory, and Group Policy.
• Familiarity with SMB networking, network hardware, and VPN/SD-WAN is a plus.
• Strong documentation and communication skills; ability to multi-task.

Responsibilities

• Provide Tier 2 IT support for Microsoft core applications and OS.
• Troubleshoot issues via phone or ticket system and research solutions.
• Advise clients on concerns discovered during service.
• Document labor and remediation in the service platform.
• Maintain inventory of monitors, keyboards, drives, printers, scanners, and peripherals.
• Create and update client system documentation.
• Install software/hardware and perform on-site fixes as needed.
• Coordinate with vendors to request service and resolve tickets.
• Adhere to established methods for support requests.
• Demonstrate productive customer relationships.

Skills

SMB networks

Troubleshooting

Customer service

Documentation

Time management

Independence

Team collaboration

Education

Degree in computer science

Equivalent work experience

Tools

Active Directory

Group Policy

Windows Server

FortiGate firewall

Meraki Network

VLAN

VPN

Job description

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.

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:

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

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

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

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

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

Apply diagnostic utilities to aid in troubleshooting

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

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

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

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:

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

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

Strong problem solving and critical thinking abilities

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

Self‑motivated and responsive to Management and customers

Strong organizational skills and attention to detail

Experience working with time tracking/ticketing software desired

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

New Era Technology, LLC., and its subsidiaries (“New Era” “we”, “us”, or “our”) in its operating regions worldwide are committed to respecting your privacy and recognize the need for appropriate protection and management of any Personal Data that you may provide us. In this, we are also committed to providing you with a positive experience on our websites and while using our products, services and solutions (“Solutions”).

View our Privacy Policy here https://www.neweratech.com/us/privacy-policy/

We never ask candidates to pay any fees at any point in our hiring process. If you are ever asked to provide payment for training, certification, equipment, or any other purpose, it is not from our company. Only communications from our official company channels should be trusted. Please note our official email domain @neweratech.com. If you suspect fraudulent activity, please contact us immediately at [e-mail] .