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About the Role

My IT Crew is expanding and seeking a Support Engineer to assist with support, troubleshooting, system upgrades, and preventative maintenance. Join a team where your voice is heard and new ideas are welcomed.

Responsibilities

• Manage and troubleshoot Windows 10 and Windows 11 devices.
• Troubleshoot various printers and scanners.
• Support business-class software for small and medium-sized businesses.
• Perform 365 account management.
• Manage On-Prem and Azure AD accounts.
• Troubleshoot VOIP phone systems.
• Troubleshoot eFax.
• Manage network devices including switches and access points.
• Support on-prem applications and services.
• Manage file server permissions and architecture.
• Coordinate daily with clients to manage expectations.
• Engage clients positively and maintain a high CSAT score.
• Coordinate between clients and vendors for incident resolution.
• Comprehend and follow Standard Operating Procedures (SOP).
• Update SOP and team on process changes.
• Create new supporting documents for discoveries.
• Provide support documentation for downstream success.
• Review scheduled tickets for accuracy based on client schedules, priority, and age.
• Adhere to scheduled ticket assignments.
• Respond to customers on assigned tickets.
• Review end-of-day schedules.
• Ensure all assigned tickets have been responded to.
• Reply or call back on newly assigned or customer-responded tickets.
• Check for tickets in 'Remediation' status for QA follow-up.

Requirements

• Deliver top-level customer support and enjoy helping people.
• Be a proven executor who knows how to make things happen.
• Possess a collaborative attitude, willing to help others and drive team goals.
• Maintain a heavy internal documentation track record that enhances teammate 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 network devices such as Firewalls, Switches, and Wi-Fi.
• Hands-on experience with virtualization technologies such as Hyper-V.
• O365 experience.
• Experience with Remote Access Solutions.
• Experience with Remote Desktop / RemoteApps.

Skills

• Customer Support
• Troubleshooting
• System Upgrades
• Preventative Maintenance
• Windows 10
• Windows 11
• Printer Troubleshooting
• Scanner Troubleshooting
• Business Software Support
• 365 Account Management
• On-Prem AD Management
• Azure AD Management
• VOIP Phone Systems
• eFax Troubleshooting
• Network Device Management
• Switch Management
• Access Point Management
• On-Prem Application Support
• File Server Permissions
• File Server Architecture
• Client Communication
• Documentation
• SOP Comprehension
• SOP Updates
• New Document Creation
• Microsoft Technologies
• Windows Server Management
• Group Policy Management
• Active Directory Management
• DNS Management
• DHCP Management
• Advanced Networking
• Network Troubleshooting
• Firewall Troubleshooting
• Wi-Fi Troubleshooting
• Virtualization
• Hyper-V
• O365
• Remote Access Solutions
• Remote Desktop
• RemoteApps

Location

• New York City

Work Type

• Full-time

Experience Level

• Mid-level

About the Company

• 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.
• We provide useful documentation at your fingertips.
• Our culture of collaborative meetings and weekly team-led training helps employees drive themselves and the company forward.