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System Support Engineer
Fully Remote
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Job Type
Full-time
Description

Great Benefits

MedicalDentalVision401K with a match28 paid days off including company holidays5 different Flexible Spending account optionsNew Era Technology is a global technology solutions provider with 4,500+ employees and offices around the world. New Era offers Cloud, Managed, Professional, and Security services, and delivers Collaboration, Data Networking, Digital Transformation, and Physical & Life Safety solutions to more than 14,500 customers worldwide.We are looking for team members to contribute to and deliver our mission: “To deliver and support technology solutions that securely connect people, places, and information.” New Era Technology is a community of like-minded, like-hearted people who share the same vision and values.Work alongside the finest team of highly skilled and industry-certified professionals who are encouraged to drive change and think outside of the box. As a team member, you will receive competitive benefits, industry training, and certifications. New Era Technology empowers businesses to embrace the future workplace. As customers shift their perspectives on where and how work happens, we are there to meet them with flexible, resilient, and productive solutions.New Era Technology provides a team-oriented culture, a positive environment filled with an incredible staff, and a genuine passion for providing the best service to our customers worldwide. We believe that investing in our employees is the key to professional growth, delivering exceptional experiences for our customers, and setting the standard for excellence in our field.We offer a growth-orientated, high-tech environment for employees. Along with our many benefits, you can expect a corporate culture that promotes personal and professional development. Our customer-focused teams are built on our core values: Community, Integrity, Agile, and Committed.
SUMMARY: The System Engineer is responsible for the delivery of high-quality IT technical professional services to our clientele. These services may include consulting, on-site or remote troubleshooting, and support for clients with various network technologies, installation and integration, migration services. The Systems Engineer must demonstrate superior proficiency in the performance of these services. Dedication to quality and customer satisfaction are critical success factors for this position.


PRIMARY DUTIES include but are not limited to:

· Customer Satisfaction through the delivery of world class Support Services.· Optimizing productivity while assigned to customer tickets or projects.· Ability to prioritize work through ticket and project status.· Problem-solving and resolution of network issues and escalating where appropriate.· Ticket Quality Control and Ticket Management.· Customer Service including phone, video, and email communication.· Occasional on-site to nearby customers (less than 5%).· Occasional on-call responsibility/rotation.· Participation in process improvement initiatives.· Documentation skills for customer environments.


COMPETENCIES:

· Outstanding capabilities to troubleshoot and correct Server, PC, Desktop, VM, Client/Server issues.

· Strong broad-based knowledge of VM, hardware, Operating systems, patching, 

  backup, security protocols, basic understanding of Network protocols, and 

  Remote Management tools.

· Ability to communicate effectively and professionally with all customer contacts.

· Ability to provide clear written communication for ticket/project updates.

· Clear written communication to maintain organization and control over all

  information related to customer tickets and assignments.

· Excellent verbal skills for customer interaction.

· Excellent documentation skills.

· Dedicated to always providing exceptional customer service.

· Proficiency in all aspects of the core technical requirements.

· Strong team collaboration skills.


REQUIRED EXPERIENCE REQUIRED:

· 3-5 years’ experience as a Systems Engineer.

· Ability to troubleshoot, Analyze, and configure VMware, O365, backups, 

  desktops, Window, client/server in a variety of Operating Systems.

· Proven track record and experience with Microsoft, Mac, and Virtual services.

· Participate in planning and execution of new and existing equipment 

  hardware and firmware upgrades, including patching.

· Working technical knowledge of current network hardware, protocols, and internet standards.

· Strong background with ticketing systems and tracking work.

· 2+ years in a customer facing role, MSP preferred.

· 2+ years working with SaaS products.


PREFERRED CERTIFICATIONS/Skills:

· Microsoft Certifications preferred.

· Bonus point for Intune, ConnectWise, Automate or N-Able experience.

· Virtualization technology certified a plus. (Azure, VM Ware and AWS)

· Experience with MSP tools like IT Glue are a bonus.


EXPECTED HOURS OF WORK: Full-time position working 40 hours per week. Overtime hours may be required.


TRAVEL: Travel is required, but only occasionally, and is less than 10%.


LANGUAGE SKILLS: English


QUALIFICATIONS: To perform the job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill and ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Other duties, responsibilities, and activities may change or be assigned at any time with or without notice.

EEO/AA Statement


Physical Demands:

  • Regular use of hands and fingers to operate a computer keyboard, mouse, and other office equipment.
  • Regular, repetitive movements such as typing, mouse movements, and scrolling. Ability to hear and understand spoken communications, both in person and via remote communication tools (e.g., phone, video conferencing).
  • Ability to see and read computer screens and printed documents, as well as adjust focus. This includes prolonged periods of looking at a computer screen.

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, age, 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.


This role offers full remote flexibility and a compensation of $31 -$35/hr.



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