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.
Job Title: Alert Support Specialist
Company: New Era Technology
Location: Remote (Permanent Work from Home)
Employment Type: Full-time, Permanent
Department: Engineering
Reports To: Service Delivery Incident Manager / VP – Service Delivery & Incident Response
Work Hours: 40 hours per week (rotational shift coverage across Shift 1, 2, or 3)
Experience Required: 2–3 years
Industry: Managed Services / IT Support
New Era Technology is a global technology solutions provider offering a range of innovative services in Cloud, Collaboration, Managed Services, Data Networking, and Cybersecurity. With over 15,000 customers across the globe, we pride ourselves on delivering exceptional customer experiences and scalable solutions. Learn more at www.neweratech.com.
Role SummaryWe are looking for a highly motivated Alert Support Specialist to join our Engineering team. As an Alert System Specialist, you will be responsible for monitoring, triaging, and responding to system-generated alerts across client environments. You will play a key role in ensuring the performance, stability, and security of IT systems by proactively addressing incidents and escalating where required.
This is a remote position and a great opportunity to join a fast-paced, collaborative team focused on delivering high-quality technical support services.
Key ResponsibilitiesMonitor and triage all alert tickets on the ConnectWise MSG boards.
Prioritize and manage alert-based incidents based on severity.
Troubleshoot and resolve hardware, software, voice, network, backup, and ITMS issues.
Follow escalation protocols as needed for critical alerts.
Deliver exceptional customer service via phone, video, and email communications.
Maintain high-quality ticket documentation and resolution updates.
Contribute to ticket quality control and process adherence.
Collaborate with internal teams to ensure timely issue resolution.
Maintain detailed documentation of customer environments.
Strong troubleshooting capabilities in IT environments.
Familiarity with remote monitoring tools and alert platforms.
Basic knowledge of virtualization, backups, patching, and network protocols.
Experience with SaaS applications and Remote Management tools.
Excellent written and verbal communication skills.
Strong attention to detail and task prioritization.
Team-oriented with the ability to work independently in a fast-paced setting.
2–3 years of experience in a technical support or alert monitoring role.
Proven experience troubleshooting network, system, and software issues.
Working knowledge of ticketing systems (ConnectWise or similar).
2+ years in a customer-facing support environment, preferably in a Managed Services Provider (MSP) setting.
Experience working with SaaS-based tools.
Microsoft certifications (MCP, MCSA, etc.) preferred.
Experience with tools such as Auvik, N-Able, and backup software solutions.
Familiarity with documentation tools like ITGlue.
Knowledge of virtualization platforms such as Azure, VMware, AWS is a plus.
Work Mode: Fully Remote
Shifts: Must be open to working any shift (Shift 1, 2, or 3)
Language Requirement: Proficiency in English (verbal and written)
Travel: Not required
Reports: This role has no direct reports.
Work with a global leader in IT services
Remote work flexibility
Supportive and collaborative team culture
Opportunities for growth and certification
Interested candidates can apply through our careers portal or email their resume to [email protected]
For more information about New Era Technology, visit www.neweratech.com.
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/
We never ask candidates to pay any fees at any point in our hiring process. If you are ever asked to provide payment for training, certification, equipment, or any other purpose, it is not from our company. Only communications from our official company channels should be trusted. Please note our official email domain is @neweratech.com. If you suspect fraudulent activity, please contact us immediately at [email protected] .
