Support Engineer - Msp

PLEASE NOTE:

For the greater New York City area applicants, this is an IN-OFFICE position. US-Based Salary range is $60K - $85K, based on experience and location.

For the Dominican Republic and South African applicants, this is an IN-OFFICE position

For all other applicants, this is a WORK FROM HOME position

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 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