Join New Era Technology, where People First is at the heart of everything we do. With a global team of over 3,000 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.

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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. Guided by our core attributes — putting people first, embracing continuous learning, and thriving through collaboration and inclusion — we nurture our people to deliver exceptional customer service.

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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

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IT Analyst – L1 Technical Support (Remote)

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Company: New Era Technology 

 Website: https://www.neweratech.com 

 Location: Bangalore, India (Remote) 

 Employment Type: Full-time

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Role Overview

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We are looking for IT Analysts (Level 1 Technical Support) to join our internal IT Service Desk team. In this role, you will provide first-level technical support to internal employees , handling requests through calls and ticketing systems, ensuring timely resolution and excellent user experience.

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This role requires strong troubleshooting skills, customer service mindset, and the ability to work in a fast-paced 24/7 support environment.

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Key Responsibilities

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• ProvideLevel 1 IT technical supportto internal employees via phone, email, and ticketing systems.
• Handleinbound support callsand resolve user issues related to IT systems, applications, and processes.
• Troubleshoottechnical, procedural, and system-related issuesfor internal users.
• Maintain acomplete audit trail of incidents and resolutionsin the ticketing system.
• Takeend-to-end ownership of incidentsuntil resolution or escalation.
• Escalate issues to appropriate technical teams when required while ensuring timely follow-up.
• Ensureadherence to service desk procedures, escalation policies, and SLAs.
• Identify recurring issues and recommendprocess improvements or preventive measures.
• Provide excellentcustomer service and user experienceto internal stakeholders.
• Work collaboratively withcross-functional IT teamsto resolve incidents.
• Maintain high levels ofuser satisfaction and service quality.

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Required Skills & Qualifications

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• Bachelor’s Degree (Computer Science / IT / Electronics preferred).
• Excellentverbal and written communication skills.
• Strongcustomer service and problem-solving skills.
• Ability to communicate effectively withtechnical and non-technical users.
• Ability toanalyze, troubleshoot, and resolve IT issueswith minimal supervision.
• Knowledge ofWindows operating systems and common enterprise applications.
• Ability tohandle multiple tickets/issues simultaneouslywhile maintaining service levels.
• Willingness to work in24/7 rotational shifts, includingweekends and night shifts.

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Preferred / Added Advantage

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• 6+ months experiencein anInternational Service Desk / Technical Support / IT Helpdeskenvironment.
• Experience supportingglobal or international users.
• Certifications or training related toIT support or technical service desk.

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Key Competencies

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• Technical Troubleshooting
• Service Desk Operations
• Customer Support Excellence
• Incident & Ticket Management
• Problem Analysis & Resolution
• Crisis Management
• Multi-tasking & Time Management

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Why Join Us?

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• Work with aglobal IT services organization
• Remote work opportunity
• Exposure tointernational IT environments
• Opportunities forcareer growth and learning

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📩 Interested candidates can share their updated resume to: 

 [email protected]

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New Era Technology, LLC., 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”).

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View our Privacy Policy herehttps://www.neweratech.com/us/privacy-policy/

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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 [email protected]. If you suspect fraudulent activity, please contact us immediately [email protected].