New Era Technology is hiring a Support Specialist Tier 2

Embark on a journey with a global technology solutions provider that champions a people-first approach. With a diverse workforce of over 4,500 professionals, this organization is dedicated to creating an empowering workplace that inspires personal and professional growth. The mission revolves around securely connecting people, places, and information through comprehensive technological solutions. Our team-oriented culture prioritizes your development, offering collaboration with industry-certified experts, continuous training, and competitive benefits. Guided by core values of Community, Integrity, Agility, and Commitment, we nurture talent to deliver exceptional customer experiences. Support Specialist – Tier 2 (Remote) Employment Type: Full-Time | Permanent | Location: Remote About the Organization A technology solutions provider serving more than 20,000 customers across multiple industries. We deliver integrated, secure, and innovative solutions enabling organizations to operate efficiently and scale effectively. Position Purpose We are seeking a skilled Tier 2 Support Specialist to provide advanced technical support to end users and ensure smooth day-to-day IT operations. This role involves analyzing, troubleshooting, and resolving complex technical issues while delivering an exceptional customer experience. Key Responsibilities - Receive, prioritize, document, and resolve incoming help requests via phone, email, and ticketing system - Gather comprehensive end-user information including user details, department, contact info, and issue description - Build strong customer rapport and gather complete problem details - Prioritize, schedule, and escalate issues to ensure timely resolution - Record, track, and document entire problem-solving lifecycle - Log time spent on tasks in designated platform - Use diagnostic tools and utilities for troubleshooting - Perform software and hardware installations, upgrades, configurations, and desktop-level repairs - Provide network support involving routers, switches, firewalls, and related devices - Access knowledge bases, software updates, drivers, and technical resources - Conduct testing to confirm successful issue resolution - Evaluate recurring issues and recommend preventive solutions - Create and maintain technical documentation - Collaborate with internal teams for seamless support Required Qualifications - Degree in Computer Science, Information Technology, or equivalent hands-on experience - Microsoft Support Certifications (preferred) - Strong experience with Windows desktop and server operating systems - Hands-on expertise configuring and troubleshooting networking devices Skills & Experience - Working knowledge of diagnostic tools and troubleshooting utilities - Strong analytical mindset with proven problem-solving capabilities - Ability to research and resolve complex technical issues efficiently - Excellent written and verbal communication skills - Strong interpersonal skills—customer-focused, patient, and attentive - Ability to create clear documentation and maintain accurate technical records - Highly self-driven, detail-oriented, and quick learner - Ability to work under pressure and manage multiple tasks effectively - Experience in collaborative, team-oriented environment - Strong customer service orientation How to Apply Passionate about delivering exceptional technical support? We want to hear from you. 📩 Share your updated resume with: Technical.Recruitment@GlobalTechSolutions.com Privacy and Commitment Our organization is committed to respecting privacy and providing a positive experience. We never ask candidates to pay any fees during the hiring process. Create a Job Alert Interested in future opportunities? Get notifications sent directly to your email.