Alert Support Specialist

Job Title: Alert Support Specialist
Company: New Era Technology
Location: Remote (Permanent Work from Home)
Employment Type: Full-time, Permanent
Department: Engineering
Reports To: Service Delivery Incident Manager / VP – Service Delivery & Incident Response
Work Hours: 40 hours per week (rotational shift coverage across Shift 1, 2, or 3)
Experience Required: 2–3 years
Industry: Managed Services / IT Support

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About New Era Technology

New Era Technology is a global technology solutions provider offering a range of innovative services in Cloud, Collaboration, Managed Services, Data Networking, and Cybersecurity. With over 15,000 customers across the globe, we pride ourselves on delivering exceptional customer experiences and scalable solutions. Learn more at www.neweratech.com.

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Role Summary

We are looking for a highly motivated Alert Support Specialist to join our Engineering team. As an Alert System Specialist, you will be responsible for monitoring, triaging, and responding to system-generated alerts across client environments. You will play a key role in ensuring the performance, stability, and security of IT systems by proactively addressing incidents and escalating where required.

This is a remote position and a great opportunity to join a fast-paced, collaborative team focused on delivering high-quality technical support services.

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Key Responsibilities

• Monitor and triage all alert tickets on the ConnectWise MSG boards.

• Prioritize and manage alert-based incidents based on severity.

• Troubleshoot and resolve hardware, software, voice, network, backup, and ITMS issues.

• Follow escalation protocols as needed for critical alerts.

• Deliver exceptional customer service via phone, video, and email communications.

• Maintain high-quality ticket documentation and resolution updates.

• Contribute to ticket quality control and process adherence.

• Collaborate with internal teams to ensure timely issue resolution.

• Maintain detailed documentation of customer environments.

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Skills & Competencies

• Strong troubleshooting capabilities in IT environments.

• Familiarity with remote monitoring tools and alert platforms.

• Basic knowledge of virtualization, backups, patching, and network protocols.

• Experience with SaaS applications and Remote Management tools.

• Excellent written and verbal communication skills.

• Strong attention to detail and task prioritization.

• Team-oriented with the ability to work independently in a fast-paced setting.

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Required Experience

• 2–3 years of experience in a technical support or alert monitoring role.

• Proven experience troubleshooting network, system, and software issues.

• Working knowledge of ticketing systems (ConnectWise or similar).

• 2+ years in a customer-facing support environment, preferably in a Managed Services Provider (MSP) setting.

• Experience working with SaaS-based tools.

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Preferred Certifications / Tools Experience

• Microsoft certifications (MCP, MCSA, etc.) preferred.

• Experience with tools such as Auvik, N-Able, and backup software solutions.

• Familiarity with documentation tools like ITGlue.

• Knowledge of virtualization platforms such as Azure, VMware, AWS is a plus.

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Additional Details

• Work Mode: Fully Remote

• Shifts: Must be open to working any shift (Shift 1, 2, or 3)

• Language Requirement: Proficiency in English (verbal and written)

• Travel: Not required

• Reports: This role has no direct reports.

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Why Join Us?

• Work with a global leader in IT services

• Remote work flexibility

• Supportive and collaborative team culture

• Opportunities for growth and certification

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Interested candidates can apply through our careers portal or email their resume to [email protected]
For more information about New Era Technology, visit www.neweratech.com.