ITMS 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.

Job Title: ITMS Support Specialist – Tier 2
Company: New Era Technology )
Job Type: Full-time | Permanent | Remote
Work Timings: Flexible shifts (including occasional after-hours support)
Location: Remote (India-based candidates preferred)

About Us

At New Era Technology, we deliver cutting-edge technology solutions across collaboration, cloud, managed services, and cybersecurity to help businesses operate more efficiently and securely. Join our global team of professionals who are passionate about making a difference through technology.

We are currently hiring a Tier 2 ITMS Support Specialist to deliver advanced-level technical support and contribute to delivering exceptional managed services to our customers.

Role Summary

The ITMS Support Specialist – Tier 2 is responsible for handling escalated technical issues, providing advanced troubleshooting, root cause analysis, and end-to-end resolution for complex IT support requests. You will collaborate with Tier 1 technicians and other technical teams to maintain service excellence and ensure a seamless client experience.

Key Responsibilities

• Handle escalated technical support incidents from Tier 1 and resolve complex hardware, software, and network issues

• Perform advanced troubleshooting for desktops, laptops, servers, Microsoft 365, virtualization platforms (VMware/Hyper-V), backup systems, and SaaS products

• Assist in patch management, firmware upgrades, and implementation of new technologies

• Conduct root cause analysis and implement long-term solutions

• Use remote support tools and ticketing systems to log, track, and resolve service requests

• Work closely with clients to understand technical needs and provide proactive support

• Document solutions, build knowledge base articles, and contribute to process improvements

• Support process automation and participate in internal IT projects

• Provide mentorship and guidance to Tier 1 support technicians

• Participate in on-call rotation and after-hours support as needed

Required Skills & Qualifications

• 4+ years of experience in an IT support role (preferably Tier 2 or above) in an MSP or enterprise environment

• Strong technical knowledge of Windows and macOS operating systems, Microsoft 365, VMware, client/server infrastructure, and backup technologies

• Experience with troubleshooting network configurations, Active Directory, Intune, patch management, and remote desktop tools

• Excellent problem-solving skills and ability to work independently on critical issues

• Strong written and verbal communication skills for client interactions and documentation

• Experience working with ticketing systems (e.g., ConnectWise, ServiceNow, JIRA)

• Ability to prioritize tasks effectively and meet service-level targets

Preferred Certifications/Tools (Nice to Have)

• Microsoft Certifications (MCP, MCSA, MS-900, or equivalent)

• Experience with ConnectWise Automate, Intune, N-Able, or ITGlue

• VMware or other virtualization certifications

• Exposure to scripting or automation tools is a plus

Work Environment

• 100% Remote

• 40 hours/week (must be flexible to support shift-based or after-hours operations)

• No travel required

Why Join New Era Technology?

• Be part of a collaborative global IT services team

• Work on cutting-edge technologies and challenging support environments

• Enjoy long-term career opportunities with a stable and growing organization

• Competitive compensation and remote work flexibility

Equal Opportunity Employer
New Era Technology is an Equal Opportunity Employer and is committed to building a diverse and inclusive work environment. We do not discriminate on the basis of race, religion, gender identity, disability, or veteran status.

Ready to elevate your career in IT support?
Apply now and join a global leader in managed technology services.

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