Technical Support Lead

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.

If you want to make an impact in a supportive, growth-oriented environment, New Era is the place for you. Apply today and help us shape the future of work—together.

Looking for a passionate, hands-on Technical Support Lead to join our team of IT superstars!

What is the role

The following include but may not be limited to the responsibilities of the Technical Support Lead:

• Cross-Functional Collaboration: Partner with network engineering, business applications, and database teams to optimize server performance and availability. Engage with end-users, clients, and management to gather and address complex system and infrastructure requirements.
• System Design & Documentation: Develop detailed system diagrams and documentation. Maintain records of current architecture and technology assets and recommend enhancements to improve efficiency and scalability.
• Security & Compliance: Conduct regular server and security audits, manage backup and recovery processes, and support disaster recovery and business continuity plans. Implement and maintain robust data center security protocols.
• Technical Support & Mentorship: Provide expert-level support to Tier 2 specialists and junior staff. Lead troubleshooting efforts, mentor team members, and help establish standardized processes, ticketing protocols, and escalation procedures. Participate in on-call rotations and assist with desktop support as needed.
• System Administration & Optimization: Manage enterprise directory services, server integrations, and user accounts. Monitor system performance, perform updates and backups, and evaluate new technologies through cost-benefit analyses.
• Vendor & Asset Management: Coordinate with vendors and service providers to procure system-related products and services. Oversee hardware and software inventory, and support development teams throughout project lifecycles.
  
  

Work Set-up/ Work Schedule

• Hybrid (1x a month onsite)
• U.S. Central Time hours (either 8:00 AM to 5:00 PM or 3:00 AM to 12:00 PM CST)
  
  

Who we are looking for

• 5 years' experience as a Technical Support Lead
• Exceptional Communication Skills
• Operating Systems Expertise including Microsoft environments
• Windows Server Administration experience
• Microsoft 365 Administration (Intune, Azure AD, MS Teams, Exchange online)
• Cloud Infrastructure Management (Microsoft Azure, Amazon Web Services (AWS), or Google Cloud Platform (GCP)
• Experience mentoring junior team members, providing guidance on technical troubleshooting, best practices, and process improvements to enhance overall team performance.
• Working knowledge of a wide range of diagnostic tools and utilities for effective issue resolution.
• Strong ability to independently research and resolve a broad spectrum of computing issues.
  
  
  
  

Nice to haves

• Networking: Foundational knowledge of networking technologies and protocols, including Cisco and Fortinet systems, SD-WAN, MPLS, SIP, Site-to-Site VPNs, LAN, WAN, and VLAN configurations
• Patch Management & Security: Understanding of patch management processes and security surveillance administration, with a focus on maintaining secure and compliant systems.
• Server Hardware & Network Equipment: Experience installing, configuring, and maintaining server hardware, including Flash, SSD, SCSI, RAID, I/O topology and related infrastructure
• Enterprise Storage: Proficient in managing SAN and NAS systems; experience with EMC storage solutions is a plus.
  
  

What we offer

At New Era Technology, we are committed to providing our employees with rewarding and fulfilling work experience. In addition to a competitive salary, we offer a range of benefits, including:

• Day 1 HMO + 1 free dependent
• Health and Wellness Reimbursement Benefits
• Company Salary Loans
• Government contributions
• Assistance with government loan payments
• 13th month pay
• Night differential pay
• Holiday pay (for hours worked on holidays)
• Mandated Leaves
• Work equipment provided
  
  

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").

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