ITMS System Support Specialist - Tier 2

NewEra Technologies Ltd.

Job Overview

Location

King of Prussia, PA

Job Type

Full-time

Full Job Description

📋 Description

• The ITMS System Support Specialist - Tier 2 role at NewEra Technologies Ltd. is critical to delivering reliable, high-quality IT technical services that ensure seamless operations for clients across diverse network environments. This position directly supports the company’s mission to securely connect people, places, and information by resolving complex technical issues, maintaining system integrity, and upholding exceptional customer satisfaction—making it a cornerstone of NewEra’s service delivery excellence.
• Day-to-day responsibilities include providing world-class technical support through remote and occasional on-site troubleshooting for servers, PCs, desktops, VMs, and client/server environments; managing and prioritizing customer tickets and projects to optimize productivity and response times; diagnosing and resolving network issues while escalating complex problems appropriately; maintaining rigorous ticket quality control and documentation standards for all customer interactions; communicating professionally via phone, email, and video to keep clients informed and confident in service delivery; participating in process improvement initiatives to enhance support efficiency; and occasionally supporting on-site visits (under 5% of time) and on-call rotations as needed.
• NewEra Technologies Ltd. is a global technology solutions provider with over 3,000 professionals dedicated to a ‘People First’ culture that values continuous learning, collaboration, and inclusion. The company empowers employees through industry-certified expertise, ongoing training, and a supportive environment focused on personal and professional growth. As part of this team, you’ll work alongside seasoned IT professionals committed to delivering scalable, secure end-to-end technology solutions while fostering a workplace where innovation and service excellence thrive.
• In this role, you will deepen your expertise in enterprise IT support, mastering advanced troubleshooting across VMware, Microsoft 365, backup systems, and hybrid environments while gaining hands-on experience with MSP tools like ConnectWise, Automate, N-Able, and ITGlue. You’ll refine your client communication, documentation, and ticket management skills to a professional standard, positioning yourself for advancement into senior support, team lead, or specialized infrastructure roles within NewEra’s growing technology services division.

🎯 Requirements

• 3-5 years’ experience as a Support Specialist in a technical or MSP environment
• Proven ability to troubleshoot, analyze, and configure VMware, O365, backups, desktops, Windows, and client/server systems across multiple operating systems
• Strong background with ticketing systems and tracking work, including 2+ years in a customer-facing role (MSP preferred) and 2+ years working with SaaS products
• Working technical knowledge of current network hardware, protocols, and internet standards
• Proficiency in Microsoft, Mac, and virtualization technologies (Azure, VMware, AWS) with preferred certifications in Microsoft or virtualization platforms
• Experience with MSP tools such as Intune, ConnectWise, Automate, N-Able, or ITGlue is a bonus

🏖️ Benefits

• Full benefits package including medical, dental, and vision coverage
• 401K plan with company match to support long-term financial wellness
• 7 company holidays plus generous paid time off (PTO) for work-life balance
• Access to continuous training and industry-certified expert mentorship for skill development
• Opportunity to work in a People First culture that prioritizes employee growth, collaboration, and inclusion
• Stable, full-time schedule (40 hours/week, Monday–Friday 8am–5pm) with occasional overtime and minimal travel (<10%)

Skills & Technologies

AWS

Azure

Remote

$32-35/hr

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NewEra Technologies Ltd.

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About NewEra Technologies Ltd.

NewEra Technologies designs and manufactures rugged solid-state drives, DRAM modules, and embedded computing products for aerospace, defense, industrial, and medical markets. The company delivers high-reliability storage and memory solutions that operate in extreme temperatures, shock, vibration, and radiation environments. Its portfolio includes NVMe, SATA, and legacy PATA SSDs, DDR4/DDR5 memory, secure erase, encryption, and custom IP cores. Services extend to lifecycle management, obsolescence mitigation, and long-term program support. Founded in 2003 and headquartered in Hong Kong with engineering centers in the UK, NewEra Technologies provides COTS and custom designs certified to military and industrial standards.

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