Support Specialist Tier 1

Join New Era Technology, where _People First_ is at the heart of everything we do. With a global team of over 4,500 professionals, we're committed to creating a workplace where everyone feels valued, empowered, and inspired to grow. Our mission is to securely connect people, places, and information with end-to-end technology solutions at scale. At New Era, you'll join a team-oriented culture that prioritizes your personal and professional development. Work alongside industry-certified experts, access continuous training, and enjoy competitive benefits. Driven by values like Community, Integrity, Agility, and Commitment, we nurture our people to deliver exceptional customer service. **What is the role** This role is responsible for ensuring proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help requests. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level. **Duties and Responsibilities** - Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue. - Build rapport and elicit problem details from help desk customers. - Prioritize and schedule problems. Escalate problems (when required) to the appropriate team. - Record, track, and document the Managed Services Support problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution. - Record time spent on all tasks, including troubleshooting steps, research, and remediation in the designated platform to ensure accurate reporting of labor against Managed Services client contracts. - Create and maintain up-to-date documentation of existing and new client systems and environments. - Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution. - Identify and learn appropriate software and hardware used and supported by the organization. - Provide network support for client systems. - Test fixes to ensure the problem has been adequately resolved. - Evaluate documented resolutions and analyze trends for ways to prevent future problems. - Develop procedures and frequently asked questions lists for end users. **Who we are looking for** - 2-3 years in IT support or admin roles - Strong M365 & Intune experience - Degree or equivalent experience - Microsoft certifications (preferred) - Skilled in Windows OS, networking, and firewalls - Proficient with diagnostic tools and troubleshooting - Strong communication and documentation skills - Detail-oriented, analytical, and self-driven - Excellent customer service and teamwork. **What we offer** - A friendly team environment with a strong technical support network - Broad range of options for training and developing your IT skills - Opportunity to work with the IT industry's latest technologies - Internal career growth for high performers and IT super-stars - Cost price on products from our suppliers - Lunches and snacks provided - Comprehensive Employer Assistance Program - Bonuses and incentives for upskilling New Era Technology, Inc., and its subsidiaries ("New Era" "we", "us", or "our") in its operating regions worldwide are committed to respecting your privacy and recognize the need for appropriate protection and management of any Personal Data that you may provide us. In this, we are also committed to providing you with a positive experience on our websites and while using our products, services and solutions ("Solutions").