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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.