At New Era Technology, we put People First at the heart of everything we do. We are looking for a NetSec Support Specialist, Tier 2 to join our team. In this role, you will be responsible for the delivery of high-quality IT technical support services to our clientele, providing in-depth support for security incidents, system vulnerabilities, and user security issues. You will work closely with security engineers and IT teams to monitor, investigate, and remediate security threats while ensuring compliance with security policies and best practices.

What You'll Do

Drive customer satisfaction through the delivery of high-quality support services.
Optimize productivity while assigned to customer tickets or projects.
Prioritize work through ticket and project status.
Problem-solve and resolve network issues, escalating where appropriate.
Perform ticket quality control and ticket management.
Provide customer service via phone, video, and email communication.
Occasionally travel on-site to nearby customers (less than 5%).
Participate in an on-call responsibility/rotation.
Contribute to process improvement initiatives.
Document customer environments.

What We're Looking For

2-3 years of experience as a NetSec Support Specialist Tier 2.
Ability to identify, troubleshoot, and analyze Security Alerts & Threats including Phishing, Ransomware, and Malware.
Proven experience with systems security principles and general maintenance best practices.
Experience participating in the planning and execution of new and existing equipment hardware and firmware upgrades.
Working technical knowledge of current network hardware, protocols, and security standards.
Fundamental knowledge of the network's relationship to cyber security principles and practices.

Nice to Have

CompTIA Security+ certification.
Experience with multiple network technology stacks (e.g., Solar Winds and Auvik).
Experience with RMM tools (N-able, Screen Connect, Automate).
Knowledge and experience in network virtualization technologies (Azure and AWS).
Experience in MSPs with tools such as Connectwise or ITGlue.