New Era Technology

Executive

• Serve as a trusted advisor by aligning client business priorities, operational challenges, IT models, technology roadmaps, support requirements, and transformation goals with New Era’s Managed Services portfolio
• Partner with Account Executives and Sales Directors to identify, qualify, and advance managed services opportunities
• Lead structured managed services discovery processes
• Drive recurring revenue growth and managed services attach across cloud, cybersecurity, collaboration/CX, networking, infrastructure, Microsoft/CSP, endpoint, data center, lifecycle, observability, and professional services
• Lead consultative discussions with executive stakeholders
• Develop executive-level value propositions tied to measurable business outcomes
• Build ROI, TCO, and business-case justifications
• Collaborate with solution architects, service delivery, operations, finance, sales leadership, and technology partners
• Explain post-close operating models, including onboarding, SLAs, ticketing, escalation paths, portals, reporting, governance, QBRs, and continuous improvement
• Create account-level managed services growth strategies and identify expansion and wallet-share opportunities
• Position managed services as strategic business enablers across service desk, infrastructure, cloud, network, communications, security, observability, and end-user support
• Coach sales teams on discovery, qualification, attach strategy, financial value articulation, objection handling, and outcome-based positioning
• Build repeatable discovery frameworks, talk tracks, customer materials, objection-handling guides, value stories, and attach motions
• Develop strategic technology-partner relationships and joint go-to-market opportunities
• Monitor market trends, competitive offerings, consumption models, AI-driven operations, automation technologies, and buying patterns

Solution Executive – Managed Services

Engineer

• Run and tune the client's Microsoft Purview setup from day one
• Manage sensitivity labels, DLP, retention, insider risk, and eDiscovery
• Work with Purview in a live production tenant
• Help grow and scale the enterprise data protection program
• Report program progress and capabilities to legal, compliance, and security leaders
• Partner with Security, Legal, Compliance, Privacy, IT, Data Governance, and business stakeholders

Senior Microsoft Purview Engineer

Project Manager

• Support the client Project Manager in all aspects of deploying client and network services across the client’s nationwide retail branch estate
• Track project deliverables related to client and network services implementation at each branch
• Update deliverable status in a centralized repository
• Manipulate spreadsheets used as data input for client and network implementations
• Upload spreadsheets and submit webforms to a centralized repository
• Participate in project meetings and record meeting minutes when necessary
• Perform quality assurance and data-integrity checks on datasets
• Coordinate with vendors and other client departments
• Provide routine metrics and reporting

Project Coordinator

Manager

• Oversee work order execution
• Drive continuous improvement initiatives
• Optimize operational processes and ensure alignment with PMO standards
• Provide leadership, coaching, and support to Service Coordinators and team members
• Manage escalations and complex operational issues
• Analyze KPIs and performance metrics to identify improvement opportunities
• Collaborate with stakeholders and cross-functional teams to enhance service delivery
• Implement risk, quality, and compliance practices to support operational excellence
• Stay informed on industry trends and best practices to drive innovation

Coordination Manager

• Schedule, prioritize, and coordinate work orders with vendors, onsite teams, and stakeholders
• Allocate resources, resolve scheduling issues, and ensure work order readiness
• Track, complete, document, and submit work orders for billing
• Monitor performance against timelines, quality standards, SLAs, and KPIs
• Communicate status updates and confirm completion with stakeholders
• Ensure compliance with operational procedures and quality standards
• Provide guidance to teams and perform other related duties as needed
• Support project delivery by managing schedules, tracking progress, and communicating with stakeholders across US-based operations

• Schedule, prioritize, and coordinate work orders with vendors, onsite teams, and stakeholders
• Allocate resources, resolve scheduling issues, and ensure work order readiness
• Track, complete, document, and submit work orders for billing
• Monitor performance against timelines, quality standards, SLAs, and KPIs
• Communicate status updates and confirm completion with stakeholders
• Ensure compliance with operational procedures and quality standards
• Provide guidance to teams and perform other related duties as needed
• Support project delivery across US-based operations

Customer Support

• Provide high-quality IT technical support services to clients
• Perform remote troubleshooting and support for various network technologies
• Deliver installation, integration, and migration services
• Optimize productivity while assigned to customer tickets or projects
• Prioritize work through ticket and project status
• Troubleshoot, analyze, configure, and resolve network issues; escalate where appropriate
• Perform ticket quality control and ticket management
• Provide customer service by phone, video, and email
• Document processes and customer environments
• Participate in process improvement initiatives
• Plan and execute equipment hardware and firmware upgrades, including patching
• Participate in an occasional on-call rotation

ITMS Support Specialist – Tier 2

• Provide high-quality IT technical support services to clients
• Perform remote troubleshooting
• Support clients with various network technologies
• Perform installation, integration, and migration services
• Deliver world-class support services and maintain customer satisfaction
• Optimize productivity while assigned to customer tickets or projects
• Prioritize work through ticket and project status
• Troubleshoot and resolve network issues, escalating where appropriate
• Perform ticket quality control and ticket management
• Communicate with customers by phone, video, and email
• Document processes and customer environments
• Participate in process improvement initiatives
• Participate in an occasional on-call rotation

ITMS Support Specialist, Tier 2

General

• Coordinate onsite and remote service requests and ensure timely delivery of customer support services.
• Maintain the master list of active badged and non-badged technicians.
• Coordinate technician onboarding, training, and skillset validation.
• Support recruiting and onboarding activities for new partners.
• Manage customer tickets from creation through resolution, maintaining accurate documentation and ownership.
• Provide Level 1 customer support, troubleshoot issues, and escalate when required.
• Schedule and monitor service activities, dispatches, and resource allocation.
• Maintain detailed and timely records in ticketing systems.
• Collaborate with technicians, vendors, and internal teams on service delivery and issue resolution.
• Review service reports and technician deliverables for quality and documentation compliance.
• Support billing, work validation, and vendor payment processes.
• Follow procedures and escalation paths for efficient service operations.
• Prepare operational reports and shift handovers to support business continuity.

Service Coordinator

Technical Recruiter

• Own full-cycle recruiting for technical roles from intake through offer in partnership with hiring managers
• Source active and passive candidates through job boards, LinkedIn Recruiter, employee referrals, and niche technical communities
• Screen resumes and conduct initial phone interviews to assess technical fit and experience
• Partner with hiring managers to build job descriptions, define interview panels, and set evaluation criteria
• Coordinate and schedule interviews, gather feedback, and keep the process moving
• Extend verbal offers and partner with the Onboarding Specialist on offer letters and paperwork
• Maintain accurate candidate records in the ATS
• Build and maintain a pipeline of qualified technical talent, especially senior network, infrastructure, and security engineers and architects
• Deliver a positive, professional candidate experience

Cloud Engineer

• Create and maintain custom GitHub Actions for building and deploying applications
• Develop scripts and automation modules to deploy applications to target platforms
• Design and develop backup and restore frameworks for applications, containers, and platform resources
• Develop Kubernetes solutions and controllers that automatically identify and remediate issues within containerized clusters
• Develop and manage Terraform Infrastructure as Code
• Build infrastructure solutions supporting monitoring, reporting, and observability
• Design and implement GitOps workflows for infrastructure and application deployments
• Support and manage AWS EKS environments and integrate EKS with on-premises infrastructure
• Create and manage AWS resources using the AWS Console and automation tools
• Troubleshoot issues across Linux, Kubernetes, AWS, containers, and application deployment environments
• Implement container orchestration and deployment strategies
• Support multi-cluster Kubernetes environments
• Implement monitoring, observability, and centralized logging across hybrid environments
• Optimize cloud costs for hybrid cloud workloads
• Implement cloud account and platform security best practices
• Support compliance, security, and operational requirements for hybrid cloud deployments
• Contribute to disaster recovery planning and platform resiliency
• Collaborate with development, infrastructure, security, and operations teams
• Participate in technical discussions, design reviews, and knowledge-transfer sessions
• Mentor junior engineers and developers
• Lead medium- to large-scale technical projects when required
• Test solutions, troubleshoot issues, learn new technologies, and iterate quickly
• Identify problems and develop pragmatic, scalable solutions
• Communicate with technical and non-technical stakeholders

Solution Executive – Managed Services

Senior Microsoft Purview Engineer

Project Coordinator

Coordination Manager

Project Coordinator

Coordination Manager

Project Coordinator

ITMS Support Specialist – Tier 2

ITMS Support Specialist, Tier 2

Service Coordinator

Technical Recruiter

Senior Platform Engineer – AWS, Kubernetes