New Era Technology ยท 2 days ago
ITMS Support Specialist Tier 1
West Chester, PA
Full-time
Hybrid
Entry, Mid Level
2+ years expNew Era Technology is a global team of over 4,500 professionals committed to creating a workplace where everyone feels valued and empowered. The Support Specialist is responsible for delivering high-quality IT technical services, including troubleshooting and support for various network technologies while ensuring customer satisfaction and service excellence.
Audio/Visual EquipmentInformation TechnologyInternet
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
Qualification
Required
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
Outstanding capabilities to troubleshoot and correct Server, PC, Desktop, VM, Client/Server issues
Strong broad-based knowledge of VM, hardware, Operating systems, patching, backup, security protocols, basic understanding of Network protocols, and Remote Management tools
Ability to communicate effectively and professionally with all customer contacts
Ability to provide clear written communication for ticket/project updates
Clear written communication to maintain organization and control over all information related to customer tickets and assignments
Excellent verbal skills for customer interaction
Excellent documentation skills
Dedicated to always providing exceptional customer service
Proficiency in all aspects of the core technical requirements
Strong team collaboration skills
Preferred
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
Benefits
Full Benefits
Medical
Dental
Vision
401K match
28 PTO Days including company holidays
Company
New Era Technology
New Era Technology is a provider of managed IT services and systems intended to augment and support technology related requirements.
1001-5000 employees
H1B Sponsorship
New Era Technology has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (18)
2024 (8)
2023 (86)
2022 (7)
2021 (7)
2020 (2)
Funding
Current Stage
Late StageLeadership Team
D
David Stearns
Managing Director US Mid-Market Solutions Group - Retired
Marina Gregory
Chief Administrative Officer
Recent News
2025-08-26
2025-08-25
2025-07-08
Company data provided by crunchbase