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About the Role

This role supports expanding operations, assisting with support, troubleshooting, system upgrades, and preventative maintenance.

Responsibilities

• Support Windows 10 and 11 devices.
• Troubleshoot various printers and scanners, including MFP Laser and Inkjet.
• Support business-class software for small and medium-sized businesses.
• Manage Microsoft 365 accounts.
• Manage On-Prem and Azure AD accounts.
• Support VOIP Phone systems.
• Troubleshoot eFax issues.
• Support network devices such as Switches and Access Points.
• Support On-Prem applications and services.
• Manage file server permissions and architecture.
• Coordinate daily with clients to manage expectations.
• Ensure positive client engagement.
• Maintain positive CSAT survey returns.
• Coordinate between clients and vendors for incident resolution.
• Comprehend and follow Standard Operating Procedures (SOP).
• Update SOP and inform the team of process changes.
• Create new supporting documents for discoveries.
• Develop support documentation for downstream success.
• Review scheduled tickets, confirming adherence to client schedules, priority, and age.
• Adhere to scheduled tickets throughout the day.
• Respond to customers on assigned tickets.
• Review daily schedule at the end of the day.
• Ensure all assigned tickets have received a response.
• Reply or call back on newly assigned or customer-responded tickets.
• Complete QA follow-up requests for tickets in "Remediation" status where the engineer is the owner.

Requirements

• Deliver top-level customer support.
• Proven ability to execute and achieve results.
• Willingness to collaborate and drive team goals.
• Strong track record in internal documentation to enhance team knowledge.
• Strong experience troubleshooting, configuring, and managing Microsoft technologies, including Windows Servers, Group Policies, and Active Directory.
• Experience troubleshooting, configuring, and managing DNS & DHCP in Microsoft Active Directory networks.
• Knowledge and experience with advanced networking principles.
• Experience troubleshooting, configuring, and managing Windows file shares and permission ACLs.
• Demonstrated experience in networking concepts, including troubleshooting network issues and devices like Firewalls, Switches, and Wi-Fi.
• Hands-on experience with virtualization technologies such as Hyper-V.
• Experience with O365.
• Experience with Remote Access Solutions.
• Experience with Remote Desktop / RemoteApps.

Skills

• Customer support
• Internal documentation
• Troubleshooting Microsoft technologies
• Configuring Microsoft technologies
• Managing Microsoft technologies
• Windows Servers
• Group Policies
• Active Directory
• Troubleshooting DNS
• Configuring DNS
• Managing DNS
• Troubleshooting DHCP
• Configuring DHCP
• Managing DHCP
• Advanced networking principles
• Troubleshooting Windows file shares
• Configuring Windows file shares
• Managing Windows file shares
• Permission ACLs
• Networking concepts
• Troubleshooting network issues
• Troubleshooting network devices
• Firewalls
• Switches
• Wi-Fi
• Virtualization technologies
• Hyper-V
• O365
• Remote Access Solutions
• Remote Desktop
• RemoteApps

About the Company

• My IT Crew has been a leader in the Managed Service Provider (MSP) space since 2016.
• The company strives for and achieves excellence.
• Clients consistently show 97% satisfaction.
• The team adopts new tools for efficiency and best-in-class client support.
• Useful documentation is readily available.
• The company fosters a culture of collaborative meetings and weekly team-led training.