ITMS Support Specialist, Tier 2
New
N
New Era TechnologyTechnology Services
RemoteFull-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- 3-5 years
- Required Skills
- AWSAzureSaaS
Requirements
- 3-5 years of experience as a Systems Engineer or similar role.
- Ability to troubleshoot, analyze, and configure VMware, O365, backups, desktops, and Windows.
- Proven experience with Microsoft, Mac, and Virtual services.
- Experience planning and executing hardware and firmware upgrades and patching.
- Technical knowledge of network hardware, protocols, and internet standards.
- Strong background with ticketing systems.
- 1+ years in a customer-facing role, with MSP experience preferred.
- 1+ years of experience working with SaaS products.
- Ability to provide clear written and verbal communication.
- High School diploma or equivalent required.
- Microsoft Certifications preferred.
- Virtualization technology certifications (Azure, VMware, AWS) are a plus.
Responsibilities
- Deliver world-class IT technical support services.
- Optimize productivity while managing customer tickets and projects.
- Prioritize work tasks through ticket and project status monitoring.
- Resolve complex network issues and escalate when necessary.
- Perform ticket quality control and management.
- Provide professional customer service via phone, video, and email.
- Document customer processes and technical environments.
- Participate in an on-call rotation.
- Engage in process improvement initiatives.
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