Job Description
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. IT Configuration & Staging Supervisor position with New Era Technology offers you the following: - Full Benefits
- Medical
- Dental
- Vision
- 401K match
- 29 PTO Days including company holidays
New Era Technology is a global technology solutions provider with 4,500+ employees and offices around the world. New Era offers Cloud, Managed, Professional, and Security services, and delivers Collaboration, Data Networking, Digital Transformation, and Physical & Life Safety solutions to more than 20,000 customers worldwide. We are looking for team members to contribute to and deliver our mission: "To deliver and support technology solutions that securely connect people, places, and information." New Era Technology is a community of like-minded, like-hearted people who share the same vision and values. 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 empowers businesses to embrace the future workplace. As customers shift their perspectives on where and how work happens, we are there to meet them with flexible, resilient, and productive solutions. New Era Technology provides a team-oriented culture, a positive environment filled with incredible staff, and a genuine passion for providing the best service to our customers worldwide. We believe that investing in our employees is the key to professional growth, delivering exceptional experiences for our customers, and setting the standard for excellence in our field. We offer a growth-orientated, high-tech environment for employees. Along with our many benefits, you can expect a corporate culture that promotes personal and professional development. Our customer-focused teams are built on our core values: Community, Integrity, Agile, and Committed. The IT Configuration & Staging Supervisor will be responsible for providing support to customers as well as internal teams and will demonstrate strong network design, configuration and troubleshooting skills. The Technical Staging Supervisor coordinates with Engineering to maintain consistent staging production bids while achieving target margins and manage technical production. The ideal candidate will possess a passion for customer service and maintain a true desire to deliver results with a sense of urgency, utilizing best practices, technical skills, technical experiences, common sense, and best judgment. The role is also responsible for supporting end-users by ensuring proper setup, operation, and maintenance of all devices necessary to accomplish business tasks. PRIMARY DUTIES: Manage the daily operations of the Staging Area and provide guidance and support to the Staging Technicians. - Monitor service boards and work service requests or route to appropriate team members.
- Approach technical issues with root cause discovery and resolution in mind.
- Assist Pre-Sales with engineering bids and peer reviews.
- Manage resource scheduling, assignments, PTO and on-call.
- Process improvement projects.
- Provide technical guidance, expertise, and support to customers and internal technical teams.
- Act as a technical escalation point for logistics technicians and operations.
- Collaborate with colleagues to achieve superior customer service.
- Increase responsiveness and implement permanent resolution of issues by identifying trends in service histories.
- Create and publish documentation in the knowledge base.
- Contribute to and maintain system, installation, and configuration standards and procedures.
- Share newly acquired information with peers to improve support team capabilities.
- Comply with internal security controls and procedures for New Era Technology and customers.
- Provide mentoring and training of other technicians.
- Respond to customer and vendor questions and provide technical assistance and support.
- Document/log all activities including details on the end user, problem summary, solution summary, installation notes and job progress.
- Participate in project kick-off meetings and provide updates in team calls.
- Consult with assigned customers, vendors, sales members, engineers or other individuals to discuss and resolve issues for assigned customer's projects.
- Identify and escalate situations requiring urgent attention.
- Understand the company's corporate IT policies and report violations or concerns.
- Strive to understand budgets and contracts in place with assigned customers
COMPETENCY: - General telecommunications industry experience or equivalent trade school degree.
- 7+ years of data networking experience.
- Experience in IT industry fields or equivalent experience in the capacity of large-scale projects or national or international deployments.
- Experience with Microsoft based desktop, laptop computers and servers.
- Mobile device experience (smart phones, tablet pc, etc.).
PREFERRED EXPERIENCE / EDUCATION : - Voice and Video networking experience or knowledge.
- Certification and/or experience with multiple vendors:
- Cisco, Meraki, Fortinet, Viptella, Aruba, Aerohive, Cradlepoint
KNOWLEDGE SKILLS & ABILITIES: - Strong attention to detail and follow through skills.
- Excellent customer service, communication, and troubleshooting skills.
- Demonstrate excellence in time management and organizational skills.
- Confident, professional email, phone and face to face presence.
- Aptitude for creative and alternative solutions.
- Strong desire to learn, demonstrating independent initiative in seeking new knowledge.
- Strong team player.
- Good judgment and technical common sense.
- Excellent customer interface, oral communications, and technical writing skills.
- Excellent analytical problem solving, debugging/troubleshooting skills.
- Adaptability to conform to shifting priorities, demands, and timelines and the ability to prioritize effectively in a high-pressure environment.
PHYSICAL DEMAND: - Required to use hands to type, handle, feel or reach.
- Required to lift up to 50 lbs.
- Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components.
- Vision requirements include the ability to adjust focus and viewing of a computer screen for the majority of the workday.
- The employee is required to talk in a clear, audible voice.
WORK ENVIRONMENT: - Work in a clean warehouse environment.
EXPECTED HOURS OF WORK: This is a full-time position, working Monday – Friday from 8:00 am – 5:00 pm, and overtime as needed SALARY: $59,000 - $67,000 depending upon experience. 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
Job Tags
Permanent employment, Full time, Worldwide, Flexible hours, Shift work, Monday to Friday,