Technical Support Specialist

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.

What is the role

The Technical Support Specialist is responsible for analyzing, installing, configuring, and maintaining network infrastructure while supporting field technicians, guiding setup, documentation, and ensuring devices meet business needs.

The following include but may not be limited to the duties and responsibilities of the role:

• Configure multi-site switching, routing, and wireless environments (voice, data, video) under supervision.
• Assist with setup of firewalls, VPNs, and security appliances for business applications.
• Diagnose and resolve complex issues remotely across PCs, mobile devices, and POS systems.
• Troubleshoot network, software, telephone, and security system issues.
• Provide technical support to customers and vendors.
• Log activities, including user details, issue summaries, and progress updates.
• Follow documented workflows and project plans.
• Support new technology projects by reviewing data and executing tasks.
• Configure customer equipment remotely and onsite.
• Participate in project meetings and provide updates.
• Collaborate with customers, vendors, sales, and engineers to resolve project issues.
• Install, repair, and optimize corporate hardware and equipment.
• Escalate urgent issues and report IT policy concerns.
• Provide timely status updates and verify technician activities.
• Understand customer budgets and contracts.
• Complete project checklists and build strong relationships with customers and technicians.

Work Set-up / Work Schedule

• Remote
• 3:30pm ET to 1:30am ET
• Monday- Thursday (US)
• 10-hour shifts, 4 days a week

Who we are looking for

Successful candidate must possess:

• Bachelor's degree in information technology or related experience
• Must have 3+ years' experience in data networking
• Must have experience in large-scale IT projects
• Must be CCNA Certified
• Skilled in Microsoft systems and mobile device support
• Strong communicator across technical teams
• Effective under pressure; maintains confidentiality
• Excellent customer service and team collaboration
• Passionate about tech-driven workplace innovation

Good to Have Experience:

• Voice and video networking
• Certifications or hands-on experience with: Cisco, Fortinet, Cradle point, Meraki, Juniper, ADTRAN, Microsoft, Linux, Apple, F5, CompTIA, and other relevant technologies

What we offer

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

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