ITMS Support Specialist Tier 2

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

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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.

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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.

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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

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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

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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

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Work Environment

• 100% Remote

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

• No travel required

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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

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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.

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