My IT Crew · 2 months ago
MSP - Support Engineer, SA
United States
Full-time
Remote
Mid Level
$10/hr - $12/hrMy IT Crew is a leader in the Managed Service provider space, known for its excellent client satisfaction. They are seeking a Mid-level Support Engineer to assist with Windows support, troubleshooting, system upgrades, and preventative maintenance while ensuring positive client engagement and maintaining documentation.
Information TechnologyRisk ManagementTask Management
Responsibilities
Support Windows 10 and Window 11 devices
Troubleshoot various printers and scanners from MFP Laser to Inkjet
Manage business class software for small and medium-sized businesses
Handle 365 account management
Manage On-Prem and Azure AD accounts
Troubleshoot VOIP Phone systems
Troubleshoot eFax issues
Support network devices (Switches and Access Points)
Manage On-Prem applications and services
Handle file server permissions and architecture
Coordinate with the client daily to ensure expectation is managed
Engage positively with clients
Maintain positive return on the CSAT survey
Coordinate between client and vendor for incident resolution
Comprehend and follow SOP
Update SOP and team when processes change
Create new supporting documents for discoveries as they occur
Ensure all scheduled tickets are managed according to client requests
Receive warm transfer escalations from the Rapid Response Team
Adhere to scheduled tickets
Respond to customers on tickets assigned to them
Review their schedule at the end of the day
Ensure all tickets assigned 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
Qualification
Required
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
Company
My IT Crew
Founded and Co-owned by Tobias Levi and Sol Niederman, who share 15 years of technical and business experience in small business and enterprise grade solutions. Professional Staffed by Microsoft & CompTIA Certified, Linux/Asterisk professionals with 10+ years of experience.
Founded in 2016
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Tobias Levi
CTO
Adam Vogels
vCIO
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