ITMS Support Specialist Tier 2
New
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New Era TechnologyIT Services
Location: RemoteFull-TimeMiddle
Salary35 - 40 USD per hour
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Job Details
- Experience
- 3-5 years’ experience as a Systems Engineer or similar role
- Required Skills
- SaaS
Requirements
- 3-5 years of experience as a Systems Engineer or similar role.
- Ability to troubleshoot, analyze, and configure VMware, O365, backups, desktops, Windows, and client/server environments.
- Experience with Microsoft, Mac, and Virtual services.
- Planning and execution of equipment hardware and firmware upgrades, including patching.
- Technical knowledge of current network hardware, protocols, and internet standards.
- Strong background with ticketing systems.
- 1+ years in a customer-facing role, MSP experience preferred.
- 1+ years working with SaaS products.
- Strong knowledge of VM, hardware, operating systems, security protocols, and Remote Management tools.
- High School diploma or equivalent.
- Strong team collaboration and professional communication skills.
- Microsoft Certifications preferred.
Responsibilities
- Deliver world-class IT technical support services to clientele.
- Perform remote troubleshooting, network installation, integration, and migration services.
- Optimize productivity while assigned to customer tickets or projects.
- Prioritize work effectively through ticket and project status management.
- Resolve network issues and escalate problems where appropriate.
- Maintain ticket quality control and management standards.
- Communicate with customers via phone, video, and email.
- Document customer environments and internal processes.
- Participate in occasional on-call rotation duties.
- Engage in process improvement initiatives.
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