New Era Technology

Global IT services provider with SAP

Support Specialist • Managed Services - X, Oc

IT Service Desk & End User SupportConfirmed live in the last 24 hours

Full-timeBengaluru, Karnataka, IndiaNo salary listedIn-person

About the Job

Requirements

A degree in computer science or equivalent work experience.
Practical knowledge of installing and configuring operating systems, networked and local printers, and at least two years of industry experience supporting Microsoft-based environments.
Knowledge of Windows Desktop operating systems, Windows Server platforms, Active Directory, and Group Policy.
Strong technical knowledge and understanding of small and medium-sized business networks, infrastructure, and equipment.
Ability to document processes, issues, and resolutions concisely; strong writing skills are required.
Ability to multitask, prioritize tasks, and respond with a sense of urgency.
Strong problem-solving and critical-thinking abilities.
Ability to work independently and effectively within a team structure.
Self-motivation and responsiveness to management and customers.
Strong organizational skills and attention to detail.
Knowledge of standard help desk service-call methods and procedures.
Ability to develop productive and positive customer relationships.

Responsibilities

Provide Tier 2 information technology support for technical issues involving Microsoft's core business applications and operating systems.
Troubleshoot and resolve incoming technical issues by phone or through the ticket system, researching internal and external resources to find solutions.
Advise clients of relevant concerns discovered while serving them.
Build and foster client relationships to earn their trust.
Record time spent on tasks, including troubleshooting steps, research, and remediation, in the designated platform to ensure accurate labor reporting against Managed Services client contracts.
Develop and maintain an inventory of monitors, keyboards, hard drives, printers, scanners, and other peripheral equipment.
Apply diagnostic utilities to aid troubleshooting.
Create and maintain current documentation of existing and new client systems and environments.
Perform desktop-level fixes, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
Evaluate documented resolutions and analyze trends to identify ways to prevent future problems.
Procure computer supplies as requested by IT management.
Communicate with vendors to request service, provide updates, and resolve open tickets.
Follow established methods for responding to and documenting support requests.

Desired Qualifications

Knowledge of Exchange platforms, virtual local area networks, virtual private networks, HP and Meraki network configurations, routing, wireless networking, FortiGate firewall solutions, and software-defined wide area networking.
Experience with time-tracking or ticketing software.

Join New Era Technology, where People First is at the heart of everything we do. With a global team of over 3,000 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. Guided by our core attributes — putting people first, embracing continuous learning, and thriving through collaboration and inclusion — 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

About the Role

The Managed Service Support Specialist’s strives daily to deliver exceptional customer experience and plays an important role in our company’s success. Our technicians handle client support requests and make sure that issues are handled quickly, and the client is informed every step of the way. Candidates must be energetic and focused with a strong motivation to learn new technologies and maintenance processes. We are looking for team members with dedication, persistence, effective utilization of provided resources and the ability to deliver superior customer service.

Essential Functions:

Provide Tier 2 Level IT Support relating to technical issues involving Microsoft's core business applications and operating systems
Troubleshoot and resolve incoming technical issues via phone or through our ticket system Research internal and external resources for the best solution
Advise clients as to pertinent concerns discovered in the process of serving them
Build and foster client relationships to earn their trust  Record time spent on all tasks, including troubleshooting steps, research, and remediation in the designated platform to ensure accurate reporting of labor against Managed Services client contracts
Develop and maintain an inventory of all monitors, keyboards, hard drives, printers, scanners, and other peripheral equipment
Apply diagnostic utilities to aid in troubleshooting
Create and maintain up-to-date documentation of existing and new client systems and environments
Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications Evaluate documented resolutions and analyze trends for ways to prevent future problems Procure computer supplies as requested by IT management
Communicate with vendors to request service, update, and resolve open tickets
Adhere to established methods for responding to and documenting support requests

Required Experience/Education:

Degree in the field of computer science and/or equivalent work experience.

Practical knowledge in installing and configuring operating systems, networked and local printers, and a minimum of 2 years of industry experience, specifically supporting Microsoft based environments

Required: Windows Desktop OS’s, Windows Server platforms, Active Directory, Group Policy

Preferred: Exchange platforms, VLAN, VPN, HP and Meraki Network Configurations, Routing, Wireless, and FortiGate firewall solutions, SDWAN

Knowledge, Skills & Abilities:

Strong technical knowledge and understanding of SMB networks, infrastructure, and equipment
Ability to concisely document processes, issues, resolutions; strong writing skills required Ability to multi-task, prioritize tasks and respond with sense of urgency
Strong problem solving and critical thinking abilities
Ability to work independently successfully and effectively and within a team structure
Self-motivated and responsive to Management and customers
Strong organizational skills and attention to detail
Experience working with time tracking/ticketing software desired
Demonstrated knowledge of standard help desk service call methods and procedures Exceptional ability to develop productive and positive customer relationships

Interested candidates please share your resume to [email protected]

New Era Technology, LLC., and its subsidiaries (“New Era” “we”, “us”, or “our”) in its operating regions worldwide are committed to respecting your privacy and recognize the need for appropriate protection and management of any Personal Data that you may provide us. In this, we are also committed to providing you with a positive experience on our websites and while using our products, services and solutions (“Solutions”).

View our Privacy Policy here https://www.neweratech.com/us/privacy-policy/

We never ask candidates to pay any fees at any point in our hiring process. If you are ever asked to provide payment for training, certification, equipment, or any other purpose, it is not from our company. Only communications from our official company channels should be trusted. Please note our official email domain is @neweratech.com. If you suspect fraudulent activity, please contact us immediately at [email protected] .

About the Company

New Era Technology

Global IT services provider with SAP

New Era Technology is a global technology solutions provider that helps organizations transform their IT landscape. It offers design, installation, and ongoing technical support across offices in the Americas, EMEA, and APAC, with a focus on digital transformation, data solutions, and managed services for business collaboration. Its services are built around SAP and Microsoft platforms, powered by a team of 500+ consultants who use data insights to tailor and implement technology solutions. The company differentiates itself through its global reach, large professional team, and proven track record (CRN’s 2024 Solution Provider 500), as well as its growth strategy that includes acquisitions like Aptude to expand capabilities. The goal is to enable clients to modernize and optimize their technology environment, improve collaboration, and run managed services efficiently, helping them achieve measurable business outcomes.

Company size: 1,001-5,000
Company stage: Not listed
Total funding: Not listed
Headquarters: New York City, New York
Founded: 2023

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