Support Specialist Tier 2

Join New Era Technology, where People First is at the heart of everything we do. With a global team of over 4,500 professionals, we're committed to creating a workplace where everyone feels valued, empowered, and inspired to grow. Our mission is to securely connect people, places, and information with end-to-end technology solutions at scale.

At New Era, you'll join a team-oriented culture that prioritizes your personal and professional development. Work alongside industry-certified experts, access continuous training, and enjoy competitive benefits. Driven by values like Community, Integrity, Agility, and Commitment, we nurture our people to deliver exceptional customer service.

If you want to make an impact in a supportive, growth-oriented environment, New Era is the place for you. Apply today and help us shape the future of work—together.

Support Specialist – Tier 2 (Remote)

Company: New Era Technology
Website:
Employment Type: Full-Time | Permanent
Location: Remote

About New Era Technology

New Era Technology is a global technology solutions provider supporting more than 20,000 customers across multiple industries. We deliver integrated, secure, and innovative solutions that enable organizations to operate efficiently and scale effectively. Join our dynamic team and be part of an organization that values excellence, collaboration, and customer success.

Position Purpose

We are seeking a skilled Tier 2 Support Specialist to provide advanced technical support to end users and ensure smooth day-to-day IT operations. This role involves analyzing, troubleshooting, and resolving complex technical issues while delivering an exceptional customer experience. You will handle escalated support requests, perform hands-on troubleshooting, and contribute to continuous service improvement. This is a remote role on the permanent rolls of New Era Technology.

Key Responsibilities

• Receive, prioritize, document, and resolve incoming help requests via phone, email, and ticketing system.

• Gather all relevant end-user information including user details, department, contact info, and issue description.

• Build strong rapport with customers and gather complete problem details.

• Prioritize, schedule, and escalate issues as required to ensure timely resolution.

• Record, track, and document the entire problem-solving lifecycle, including actions taken and final outcomes.

• Log all time spent on tasks—troubleshooting, research, remediation—in the designated platform for accurate reporting.

• Use diagnostic tools and utilities to troubleshoot and resolve complex issues.

• Perform software and hardware installations, upgrades, configurations, and desktop-level repairs.

• Provide network support involving routers, switches, firewalls, and related devices.

• Access knowledge bases, software updates, drivers, and technical resources for issue resolution.

• Conduct testing to confirm successful issue resolution.

• Evaluate recurring issues and recommend preventive solutions and improvements.

• Create and maintain technical documentation, client environment details, procedures, and FAQs.

• Collaborate with internal teams to provide seamless end-to-end support.

Required Qualifications

• Degree in Computer Science, Information Technology, or equivalent hands-on experience.

• Microsoft Support Certifications (preferred).

• Strong experience with Windows desktop and server operating systems.

• Hands-on expertise configuring and troubleshooting networking devices (routers, switches, firewalls).

Skills & Experience

• Working knowledge of diagnostic tools and troubleshooting utilities.

• Strong analytical mindset with proven problem-solving capabilities.

• Ability to research and resolve complex technical issues efficiently.

• Excellent written and verbal communication skills.

• Strong interpersonal skills—customer-focused, patient, and attentive.

• Ability to create clear documentation and maintain accurate technical records.

• Highly self-driven, detail-oriented, and able to learn quickly.

• Ability to work under pressure and manage multiple tasks effectively.

• Experience in a collaborative, team-oriented environment.

• Strong customer service orientation for both internal and external stakeholders.

How to Apply

If you are passionate about delivering exceptional technical support and want to grow your career with a global technology leader, we would love to hear from you.

Please share your updated resume with:

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