Support Specialist

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.

Be the driving force behind seamless connectivity and secure networks.

What is the role 

This role is responsible for ensuring proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help requests. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level.

The following include but may not be limited to the responsibilities of the Support Specialist:

• Respond to help requests via phone and email professionally.
• Document user details and issue descriptions accurately.
• Build rapport and gather detailed problem information.
• Prioritize, schedule, and escalate issues as needed.
• Track and document the full support process and time spent.
• Use diagnostic tools and online resources for troubleshooting.
• Maintain documentation of client systems and environments.
• Stay updated on supported hardware and software.
• Perform hands-on fixes, software installs, and system configurations.
• Provide network support and test solutions for effectiveness.
• Analyze issue trends and suggest preventive measures.
• Develop user guides and FAQs.

Work Set-up / Work Schedule

• Remote
• Work Schedule: Rotates on a 24/7 Basis

Who we are looking for 

Successful candidate must possess:

• Minimum of 3–4 years of hands-on experience in networking technologies and infrastructure
• Must have CCNA or CCNP certification
• Microsoft Support Certifications (preferred)
• Experience with Microsoft desktop/server OS and networking devices (routers, switches, firewalls)
• Experience working in an MSP environment is a plus
• Skilled in diagnostics and troubleshooting
• Strong research, analytical, and problem-solving abilities
• Clear, user-friendly communication
• Excellent written, verbal, and interpersonal skills
• Detail-oriented, organized, and self-motivated
• Customer-focused with a collaborative mindset

What we offer

• Day 1 HMO + 1 free dependent 
• Health and Wellness Reimbursement Benefits
• Sunlife Group Insurance
• Company Salary Loans
• Government contributions
• Assistance with government loan payments
• 13th month pay
• Night differentials pay
• Holiday pay (for hours worked on holidays)
• Mandated Leaves
• Work equipment provided

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