System Support Specialist, Tier 2

New Era Technology

Support Specialist delivering top-notch IT services and customer satisfaction at New Era Technology. Collaborating within a supportive team to resolve technical issues and optimize productivity.

Posted 6/11/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSenior💰 $35 - $40 per hourWebsite

Tech Stack

Tools & technologies

VMware

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

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.

Benefits

Comp & perks

Full Benefits
Medical
Dental
Vision
401K match
28 PTO Days including company holidays

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

VMwareO365network troubleshootingticket managementclient/server configurationWindowsMacSaaSnetwork hardwareprotocols

Soft Skills

customer satisfactionproblem-solvingprioritizationcommunicationdocumentationprocess improvementticket quality control