MSP - Support Engineer, SA

The position hours are 9 am - 6 pm Eastern Standard Time (New York City time zone)

Ready to get off the IT machine and come be part of a team where you are more than a cog in the wheel? My IT Crew is the place where everyone gets a voice and new ideas are welcomed. Sound like this could be your new home? Keep reading….

My IT Crew has been a leader in the Managed Service provider space since 2016. We strive for excellence and achieve it.

• Our clients love us and our satisfaction surveys show it at a consistent 97%
• We are the team who always "has the cool stuff", we adopt new tools to make us more efficient and allow us to help our clients with best-in-class support
• No more asking everyone for help, it's right at your fingertips. Having documentation that's actually useful? That's us
• We Listen. Our culture of collaborative meetings and weekly team-led training will help YOU drive yourself and the company forward.

We are expanding our operations and seeking to grow our team. We have an opening for a Windows Support Engineer to assist with support, troubleshooting, system upgrades, and preventative maintenance.

• Support
• Windows 10 and Window 11 devices
• Troubleshoot various printers and scanners from MFP Laser to Inkjet
• Business class software for small and medium-sized businesses
• 365 account management
• On-Prem and Azure AD account management.
• VOIP Phone systems
• eFax troubleshooting
• Network devices (Switches and Access Points)
• On-Prem applications and services
• File server permissions and architecture
• Client interactions
• Coordinate with the client daily to ensure expectation is managed
• Positive client engagement
• Maintain positive return on the CSAT survey
• Coordination between client and vendor for incident resolution
• Documentation
• Able to comprehend and follow SOP
• Update SOP and team when processes change
• Create new supporting documents for discoveries as they occur
• Support documentation for downstream success

What does a day look like: A Support Engineer will start of the day with:

• Review scheduled tickets, confirm tickets are scheduled according to; Client requested schedules, Priority, then total age of ticket.

Throughout the day a Support Engineer will be responsible for:

• Receiving warm transfer escalations from the Rapid Response Team.
• Adhering to scheduled tickets.
• Responding to customers on tickets assigned to them.

At the end of the day a Support Engineer will:

• Review their schedule.
• Ensure all tickets assigned to them have been responded to.
• Reply or call back on any newly assigned or customer-responded tickets.
• Check for tickets in "Remediation" status that they are the Owner of to complete all QA follow-up requests.
• Complete daily Time Wrap Entry in Connectwise

Required Skills:

• A tech who delivers top-level customer support and enjoys helping people
• A Proven executor – You know how to make things happen
• No Ego - we are not looking for techs sitting on pedestals. We are looking for someone who is willing to help others move forward and drive our team's goals.
• Heavy internal documentation track record with the outcome of helping your teammates gain more knowledge
• Strong experience in troubleshooting, configuring, and managing Microsoft technologies, primarily focused on Windows Servers, Group Policies, and Active Directory structure.
• Experience in troubleshooting, configuring, and managing DNS & DHCP in Microsoft Active Directory networks.
• Knowledge and experience with advanced networking principles
• Experience in troubleshooting, configuring, and managing Windows file shares and permission ACLs.
• Demonstrated experience in networking and its concepts; ability to troubleshoot network issues and troubleshoot network devices such as Firewalls, Switches, and Wi-Fi.
• Hands-On experience with virtualization technologies such as Hyper-V.
• O365 experience
• Remote Access Solutions
• Remote Desktop / RemoteApps