New Era Technology Hiring for Support Technician Tier 1 – Hybrid Job at West Chester, PA Full Time

Support Technician Tier 1 – Hybrid

• Full Benefits
• Medical
• Dental
• Vision
• 401K with a match
• 28 paid days off to start – including Holidays
• 5 different Flexible Spending account options

Join New Era’s growing team and experience a corporate culture that promotes personal and professional development. New Era Technology is a global IT integrator with 2,500+ employees delivering Collaboration, Cloud, Data Networking, Security, Large Venue, and Corporate AV and Managed Service Solutions to more than 9,000 customers. We are looking for team members to contribute to and deliver our mission to securely connect people, places, and information in a rapidly changing digital world. Work alongside the finest team of highly skilled and industry-certified professionals who are encouraged to drive change and think outside of the box. As a team member, you will receive competitive benefits, industry training, and certifications. New Era Technology empowers businesses to embrace the future workplace. As customers shift their perspectives on where and how work happens, we are there to meet them with flexible, resilient, and productive solutions.

At this time we are not sponsoring any work visas.

Requirements:

The Support Technician Tier 1 – Remote is responsible for providing technical assistance to inbound telephone inquiries and/or submitted tickets from New Era clients and facilitate resolution to various support issues including those related to IT. The Support Technician Tier 1 will collaborate with higher tiered team members and advancing issues through the Support division.

This position can be a remote position.

Must be able to work Monday – Friday 8:00 am – 4:30 pm Eastern Time or 9:00 am – 5:30 pm Eastern Time. This is a hybrid position, meaning you will be working some days in the office and others from home,

PRIMARY DUTIES include but not limited to:

• Ensure front-line customer satisfaction by dealing professionally and effectively with all internal and external customers/clients
• Responsible for answering incoming support requests via phone, and ticket diagnosing customer issues, to include IT related issues, by asking probing questions to hone in on issues and executing the most logical fix. This includes providing verbal instructions to customers at a level of detail commensurate with the customer’s knowledge and experience; follow up re: status of incidents/requests accurately and timely
• Accurately record and document details (including categorization/priority) and time details of customer interaction via ConnectWise; escalate ticket to Tier2 /Tier 3 staff for advanced escalation and trouble shooting
• Work with Engineers to develop skills in portals and systems to be able to more efficiently assist the client

COMPETENCIES:

• Willingness to learn, grow, and show passion for their work and the impact they are able to provide to customers
• Ability to communicate both orally and written in a clear informative but concise manner
• Possess solid Microsoft Office skills
• Soft Skills: strong customer interfacing skills (verbal, social, written); strong communicator; problem solver; good interpersonal skills; demonstrates flexibility, adaptability and resourcefulness; good organizational skill

REQUIRED EDUCATION & EXPERIENCE:

• Minimum high school diploma; Associate or technical degree or equivalent work experience a plus
• Previous call center or service desk experience preferred; 1-2 years’ experience in a customer service role preferred
• Basic Desktop Troubleshooting experience is preferred
• Networking and/or Server related troubleshooting skills a plus
• Certifications: A+ is a plus

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