Technical Support Specialist

What we’re looking for

• Bachelor’s Degree in IT 
• 4+ years of data networking experience.
• CCNA Certification
• Must have experience working on Cisco Meraki, Fortinet and other related networking gears.
• Experience with Microsoft based desktop and laptop computers.
• Mobile device experience (smart phones, tablet pc, etc.).
• Experience in IT industry fields or equivalent experience in the capacity of large-scale projects or national or international deployments.
• Preferred Voice and Video networking experience or knowledge
• Preferred Certification and experience with multiple vendors:  Cisco, Fortinet, Cradle Point, Meraki, Juniper, Adtran, Microsoft, Linux, Apple, F5, CompTIA and other relevant technology certifications will be considered
• Ability to communicate with and explain to a wide array of technically skilled people. 
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Ability to maintain confidentiality when working through sensitive issues.
• Exceptional customer service skills.
• Experience working in a team-oriented, collaborative environment.
• Passionate about technology and its potential to transform the way we work each day.

What to Expect in the Role

The Field Support Specialist is primarily involved with analyzing, installing, configuring, and maintaining network infrastructure and application components while supporting New Eras’ technicians in the field.  This role performs a wide variety of evaluation, installation, and training tasks to ensure performance measures are met.  The role follows industry best practices and provides instruction on network configurations, installation of network and computing equipment, installation of cabling and other infrastructure products, and adheres to proper documentation and change management processes. The role is also responsible for supporting end-users by ensuring proper setup, operation, and maintenance of all devices necessary to accomplish business tasks. 

PRIMARY DUTIES:

• Setup and configure multi-site switching and routing environments with supervision.
• Setup and configure multi-site wireless environments for Voice, data and video with supervision.
• Assist in configuration and setup of Firewalls, VPN concentrators and security appliances for business application support with supervision.
• Perform remote analysis, diagnosis, and resolution of complex PC/mobile device/point of sale etc. problems for a variety of end users.
• Troubleshoot malfunctions of network hardware and software applications, telephone and security systems to resolve issues and restore service.
• Respond to customer and vendor questions and provide technical assistance and support.
• Document/log all activities including details on the end user, problem summary, solution summary, installation notes and job progress.
• Follow written workflow documents.
• Review data to determine required tasks in support of new technology projects and then manage and deliver in accordance with established objectives.
• Perform configuration of customer equipment remotely and at times, onsite.
• Participate in project kick-off meetings and provide updates in team calls.
• Consult with assigned customers, vendors, sales members, engineers or other individuals to discuss and resolve issues for assigned customer’s projects.
• Install, configure, diagnose, repair, and upgrade all corporate hardware and equipment while ensuring its optimal performance.
• Identify and escalate situations requiring urgent attention.
• Understand the company’s corporate IT policies and report violations or concerns.
• Provide timely status updates to customers.
• Verify technician check-ins and check-outs and gather deliverables.
• Strive to understand budgets and contracts in place with assigned customers.
• Complete and close out project checklists
• Develop strong business relationships with customers and field technicians. 

Work Set up & Schedule 

• Remote
• 8:00pm - 4:00am ET

Perks or joining us

• Competitive Salary + Allowance
• HMO Day 1 + 1 dependent (upon regularization) 
• Group Life Insurance 
• Work flexibility
• A friendly team environment with a strong technical support network
• Broad range of options for training and development
• Internal career growth for high performers 
• Equipment provided by the company.

EEO/AA Statement

New Era Technology provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, national origin, religion, pregnancy, marital status, gender identity, physical or mental disability, or covered veteran status. 

In addition to federal law requirements, New Era Technology complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.