Job description
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.
Deliver expert IT support, resolve tech issues, and thrive in a fast-paced, growth-driven team
What is the role
As a Support Specialist, you will be 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.
The following include but may not be limited to the responsibilities of the Support Specialist:
- Respond to support requests via phone and email in a courteous and professional manner.
- Gather and record user information and issue details accurately.
- Troubleshoot hardware, software, and network problems using diagnostic tools and online resources.
- Escalate complex issues to the appropriate technical teams when necessary.
- Track and document all support activities, including time spent and resolution steps.
- Maintain and update documentation for client systems and environments.
- Perform hands-on fixes such as software installations, hardware setups, backups, and system configurations.
- Test solutions to confirm issues are resolved and analyze recurring problems to suggest improvements.
- Create user guides and FAQs to assist end users.
Work Set-up / Work Schedule
- Remote
- 9 pm – 6 am (PH time)
Who we are looking for
The ideal candidate will bring a strong technical foundation and hands-on experience in IT support, along with the following key skills and qualifications:
- 3–4 years of experience in IT support or a similar technical role.
- Must have a CCNA / CCNP certificate
- Proficient in Microsoft desktop and server operating systems.
- Skilled in configuring and troubleshooting networking devices (routers, switches, firewalls).
- Familiar with a wide range of diagnostic tools and utilities.
- Experienced in supporting IT operations independently within a 24x7 environment. Strong documentation and reporting capabilities.
- Clear and effective communicator with excellent customer service and teamwork skills. Able to simplify technical concepts for non-technical users.
- Analytical thinker with strong troubleshooting abilities. Quick to learn, detail-oriented, and able to perform under pressure.
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 differentials 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”).
View our Privacy Policy here https://www.neweratech.com/us/privacy-policy/
