New Era Technology NZ · 1 day ago
ITMS Senior Support Engineer - Tier 2
United States
Full-time
Onsite
Mid, Senior Level
3+ years expNew Era Technology is a global company dedicated to creating a supportive and growth-oriented workplace. The Senior Support Engineer is responsible for delivering high-quality IT technical services, including troubleshooting and support for various network technologies, with a strong focus on customer satisfaction.
Information ServicesInformation Technology
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
3-5 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
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 NZ
New Era Technology NZ provides a range of network and IT support, strategic planning, modern workspace, audio and visual, virtual meeting rooms and professional development solutions and services.
51-200 employees
H1B Sponsorship
New Era Technology NZ 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
Growth StageCompany data provided by crunchbase