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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)
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.
Role SummaryThe 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.
Key ResponsibilitiesHandle 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
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
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
100% Remote
40 hours/week (must be flexible to support shift-based or after-hours operations)
No travel required
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
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.
Ready to elevate your career in IT support?
Apply now and join a global leader in managed technology services.
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