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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # System Support Specialist, Tier 2 - **Company:** New Era Technology - **Location:** United States (Remote available) - **Experience:** Experienced - **Salary:** $72,800.0 - $83,200.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Amazon Web Services, Systems Engineering, Microsoft Azure, Backup Devices, Client Server Models, Software as a Service, Desktop Computing, Electronic Mailing, Firmware, Issue Tracking Systems, Networking Hardware, Internet Standard, Network Protocols, Remote Infrastructure Management, Virtualization Technology, Office365, Microsoft InTune, Vmware - **Published:** June 13, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=dd13db3e89dbb720 ## About the Role Do you have experience in Windows?, * 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., * 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 ITGlue 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, * Requires regular use of hands and fingers to operate a computer keyboard, mouse and other standard office equipment * Ability to listen, comprehend, and respond to spoken communication in both in-person and remote setting (e.g., phone calls, video conferencing). * Ability to view and read information on a computer screen for extended periods, including the capacity to adjust focus as needed to process information effectively. 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. ## Description SUMMARY: The Support Specialist is responsible for the delivery of high-quality IT professional technical 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 Support Specialist 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. ## Related Videos - [WebAssembly: The Next Frontier of Cloud Computing](https://www.wearedevelopers.com/videos/972-webassembly-the-next-frontier-of-cloud-computing) - [Playing Pong on a shoulder press machine](https://www.wearedevelopers.com/videos/100140-playing-pong-on-a-shoulder-press-machine) - [What makes Cybersecurity different for critical infrastructure?](https://www.wearedevelopers.com/videos/571-what-makes-cybersecurity-different-for-critical-infrastructure) - [Generating code with Angular schematics](https://www.wearedevelopers.com/videos/129-generating-code-with-angular-schematics) - [Autism in Tech](https://www.wearedevelopers.com/videos/427-autism-in-tech) - [Agent Smith Gets Hardware: Autonomous IoT Hacking From Debug Port to Cloud API](https://www.wearedevelopers.com/videos/100258-agent-smith-gets-hardware-autonomous-iot-hacking-from-debug-port-to-cloud-api) ## Related Articles - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated) - [The Best Job Search Websites of 2025](https://www.wearedevelopers.com/magazine/368-the-best-job-search-websites-of-2025) - [What’s the Difference between a Junior, Mid, and Senior Developer?](https://www.wearedevelopers.com/magazine/238-what-s-the-difference-between-a-junior-mid-and-senior-developer)