ITMS Support Specialist

ITMS Support Specialist Tier 1 position with New Era Technology offers you the following:

• Full Benefits
• Medical
• Dental
• Vision
• 401K match
• 7 company holidays + generous PTO

* At this time, we are unable to offer visa sponsorship for this position. Candidates must be authorized to work in the United States without the need for sponsorship now or in the future.

The ITMS Support Specialist Tier 1is responsible for the delivery of high-quality IT technical professional services to our clientele.  These services may include consulting, on-site or remote troubleshooting, and support for clients with various network technologies, installation and integration, migration services.  The ITMS Support Specialist Tier 1must demonstrate superior proficiency in the performance of these services.  Dedication to quality and customer satisfaction are critical success factors for this position. 

** For this position, we conduct comprehensive background checks, which may include criminal history, driving records, outstanding child support or traffic fines, identity verification, and sex offender registry screenings.

PRIMARY DUTIES include but are not limited to: 

• 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.
• On-site to local clients maybe required – up to 15%.
• Occasional on-call responsibility/rotation.
• Participation in process improvement initiatives.
• Documentation skills for customer environments.

COMPETENCIES:

• Outstanding capabilities to troubleshoot and correct Server, PC, Desktop, VM, Client/Server issues.
• Strong broad-based knowledge of VM, hardware, Operating systems, patching, backup, security protocols, basic understanding of Network protocols, and Remote Management tools.
• Ability to communicate effectively and professionally with all customer contacts.
• Ability to provide clear written communication for ticket/project updates.
• Clear written communication to maintain organization and control over all information related to customer tickets and assignments.
• Excellent verbal skills for customer interaction.
• Excellent documentation skills.
• Dedicated to always providing exceptional customer service.
• Proficiency in all aspects of the core technical requirements.
• Strong team collaboration skills.

REQUIRED EXPERIENCE REQUIRED:

• 3+ years’ experience as an ITMS Support Specialist or IT Support Technician.
• 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.

PREFERRED CERTIFICATIONS/Skills:

• Microsoft Certifications preferred.
• Bonus point for Intune, Connectwise, Automate or N-Able experience.
• Virtualization technology certified a plus. (Azure, VM Ware and AWS)
• Experience with MSP tools like ITGlue are a bonus.

EXPECTED HOURS OF WORK: Full-time position working 40 hours per week, Monday - Friday 8am - 5pm or 9am - 6pm Eastern Time.  This role does have an On-Call rotation.  Overtime hours may be required.

TRAVEL: Local travel to client’s locations expectation is 15%.

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