Cyber Security Support Specialist - Tier 2

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.

New Era Technology offers:

· Full Benefits

· Medical

· Dental

· Vision

· 401K match

· 28 PTO Days including company holidays

SUMMARY: The NetSec Support Specialist Tier 2 is responsible for the delivery of high-quality IT technical support services to our clientele.  These services include support ticketing assignments, consulting, remote or on-site troubleshooting, and support for clients with various technologies.  The Support Specialist must demonstrate superior proficiency in the performance of these services.  Dedication to quality and customer satisfaction are critical success factors for this position. This role provides in-depth support for security incidents, system vulnerabilities, and user security issues. The Tier 2 specialist will work closely with security engineers and IT teams to monitor, investigate, and remediate security threats while ensuring compliance with security policies and best practices.

PRIMARY DUTIES include but are not limited to:

• Customer Satisfaction through the delivery of world class Support Services.
• Optimizing productivity while assigned to customer tickets or projects.
• Ability to prioritize work through ticket and project status.
• Problem-solving and resolution of network issues and escalating where appropriate.
• Ticket Quality Control and Ticket Management.
• Customer Service including phone, video, and email communication.
• Occasional on-site to nearby customers (less than 5%).
• Occasional on-call responsibility/rotation.
• Participation in process improvement initiatives.
• Documentation skills for customer environments.

COMPETENCIES:

• Outstanding capabilities to troubleshoot and correct client issues
• Strong broad-based knowledge of SIEM tools (e.g. Sentinel, Perch Etc. ).
• Familiarity with Windows, Linux, and cloud security environments (Azure, VMware, AWS).
• Experience with firewalls, antivirus, IDS/IPS, and EDR (Sentinel One, CrowdStrike)
• Understanding of incident response processes and cybersecurity best practices.
• Ability to communicate effectively and professionally with all customer contacts.
• Ability to provide clear written communication for tickets.
• Clear written communication to maintain organization and control over all information related to customer tickets and assignments.
• Excellent verbal skills for customer interaction.
• Excellent documentation skills.
• Dedicated to always providing exceptional customer service.
• Proficiency in all aspects of the core technical requirements.
• Strong team collaboration skills.

REQUIRED EXPERIENCE REQUIRED:

• 2-3 years’ experience as a NetSec Support Specialist Tier 2.
• Identify, Troubleshoot and analyze Security Alerts & Threats including Phishing, Ransomware, Malware etc.
• Proven experience with systems security principles, and general maintenance best practices.
• Participate in planning and execution of new and existing equipment hardware and firmware upgrades.
• Working technical knowledge of current network hardware, protocols, and security standards
• Fundamental knowledge of Network relationship to cyber security principles and practices.

PREFERRED CERTIFICATIONS/Skills:

• CompTIA Security+
• Experience with multiple network technology stacks. (Solar Winds and Auvik)
• Experience with RMM tools (N-able, Screen Connect, Automate)
• Knowledge and experience in network virtualization technologies. (Azure and AWS)
• Experience in MSP’s with tools such as Connectwise or ITGlue is a bonus.

EXPECTED HOURS OF WORK: Full-time position working 40 hours per week. Overtime hours may be required.

TRAVEL: Travel is required, but only occasionally, and is less than 5%.

LANGUAGE SKILLS: English

QUALIFICATIONS:To perform the job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill and ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Other duties, responsibilities, and activities may change or be assigned at any time with or without notice.

EEO/AA Statement

New Era Technology provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, national origin, religion, pregnancy, marital status, gender identity, age, physical or mental disability, or covered veteran status.

In addition to federal law requirements, New Era Technology complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Below is the pay range of this position for considered candidates based on qualifications and experience.