Netsec Support Specialist, Tier 2 -Remote

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.

 

The NetSec Support Specialist Tier 2 position with New Era Technology offers you the following:

• Full Benefits
• Medical
• Dental
• Vision
• 401K match
• 29 PTO Days including company holidays

 

 

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.

***Please note, candidate must reside in the United Sates and VISA sponsorship is not available for this opportunity.  

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)
• Exper