[Remote] Netsec Support Specialist, Tier 2 -Remote

Note: The job is a remote job and is open to candidates in USA. New Era Technology is a company that prioritizes a people-first culture and is committed to delivering high-quality IT technical support services. The NetSec Support Specialist Tier 2 role involves providing support for security incidents, system vulnerabilities, and user security issues while working closely with security engineers and IT teams to monitor and remediate security threats. Responsibilities • 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 Skills • 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 • 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 • 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 Benefits • Full Benefits • Medical • Dental • Vision • 401K match • 29 PTO Days including company holidays Company Overview • New Era Technology NZ provides a range of network and IT support, strategic planning, modern workspace, audio and visual, virtual meeting rooms and professional development solutions and services. It was founded in 1999, and is headquartered in Auckland, Auckland, NZL, with a workforce of 51-200 employees. Its website is Apply tot his job