Client Services Support

Be more than just an employee. Join New Era’s growing team and experience a corporate culture that promotes personal and professional development. 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 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 currently have a need for a Client Services Support Technician for an onsite role Monday through Friday 8 am to 12 pm, remainder of day would be remote support. The specialist will assist specific clients and their respective end users remotely on a variety of desktop and basic user issues. This role identifies, researches, and resolves technical problems. It also responds to telephone calls and email requests for technical support. The ideal candidate will have 3 to five years of relevant work experience supporting multiple clients in a helpdesk capacity.  Global Financial Services, Healthcare, Law Firm or Pharmaceutical experience is strongly preferred.

Responsibilities:

• Responsible for documenting, tracking, and monitoring client interactions to ensure a timely resolution. May also be called on to travel to client locations and provide field replaceable unit support.

• Utilize standard tools and standard ticket system to troubleshoot, resolve and document customer issues.
• Document effort and steps taken to resolve client issues
• Interact with customers and perform basic end-user customer training or support as needed
• Guide troubleshooting efforts face to face and over the telephone
• Handle escalations with vendors and other third parties
• Understand and abide by all internal and client security and operational policies
• Support Office 365 environment
• Install and configure hardware and software
• Respond to tickets in accordance with SLA guidelines
• Record, track, and document the help desk request problem solving process
• Printer setup and configurations
• Repair and replace equipment as needed
• Assist in AV setups as needed for meetings
• Assist new hire training for basic IT needs.
• Set up new workstations for users (deploying equipment, checking over account setups).
• Understanding of how Active Directory and other security applies to end users
• Create documentation for staff for training purposes
• Resolve Tier 1 & 2 support tickets. Troubleshoot and documentation gathering to escalate to Tier 3

Skills required:

• Associates Degree or equivalent relevant work experience (2 years remote IT support in a service desk environment)
• 3-5 years of professional services consulting required
• One or more of the following certifications preferred:
  • MS 900, MS500, AZ900 or AZ500
  • CompTIA A Technician
  • CompTIA Network or Microsoft Technology Associate (MTA)
  • Cisco Certified Network Associate

• Maintain Level 2 skillset and knowledge in the following core technologies:
  • Strong Desktop Management skills and knowledge of desktop management tools especially Windows Server Update Services and Windows Deployment Services
  • Network and Business Application Administration including:
    • Active Directory
    • Citrix / Terminal
    • Exchange
  • Server Administration (AD, Group Policy, Small Business Server administrative skills)
  • Infrastructure Administration - A big plus
    • Basic Administration of common firewalls and switches (Cisco ASA, Dell/ SonicWall, Sophos UTM, WatchGuard)
  • Data Storage Administration – A big plus
    • Experience with management of Local Storage, knowledge of RAID types for common server platforms (e.g. Dell, HP, Lenovo, etc.)
    • Administration of common Backup, Disaster Recovery and Replication Technologies
  • Cloud Services – A big plus:
    • IAAS -Azure, AWS, etc.
    • PAAS - O365, SharePoint Online, Corporate OneDrive
    • Private/Public Cloud Hybrid Solutions
    • Provide level II - Integration, maintenance, troubleshooting and user support for your clients
    • Microsoft Windows 10
    • Microsoft O365, Windows Server
    • OpsWare, VNC, SSH, Visio
    • Microsoft Word, Excel, Outlook, PowerPoint

Onsite role in New Orleans Monday through Friday 8 am to 12 pm, remainder of day would be remote support.