Tier 2 IT Support Specialist — Managed Services

New Era Technology; United States; À distance; USD 60 000 - 90 000; Plein temps

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

SMB networks

Troubleshooting

Customer service

Documentation

Time management

Independence

Team collaboration

Formation

Degree in computer science

Equivalent work experience

Outils

Active Directory

Group Policy

Windows Server

FortiGate firewall

Meraki Network

VLAN

VPN

Description du poste

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