Support Escalation Engineer MSP

PLEASE NOTE:

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 oursatisfaction 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 its right at your documentation thats actually useful Thats 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 Support Engineer to assist with our Service Delivery team.

Job Responsibilities:

• The tech who delivers top-level customer support and enjoys helping people
• Work on tickets from the board sorting by priority
• Provide a great customer experience
• Manage expectations by communicating with the client all relevant information
• Respond to incidents on time
• Resolve incidents efficiently
• Help with information relevant to creating documentation
• Detect patterns that indicate wider and bigger issues

Skill Requirements:

• This is a support escalation position providing remote support to clients.
• We require at least 5 years of Windows-based IT support experience
• Strong hands-on engineer support for Microsoft technologies (desktop server cloud)
• Ability to troubleshoot and configure standard routing and networking topologies (vLAN site-to-site VPN Azure VPN WLAN)
• One or more of the following certifications:
  • CompTIA Security
  • CompTIA Network
    
  • Microsoft 365 Administrator
  • Microsoft Azure Security Engineer
• Must have Azure and M365 support experience
• Assist and help the team to grow their knowledge - continuously updating documentation for the clients while working on tickets
• Keen attention to detail the memory of patterns and interest in problem-solving
• Consistently demonstrate the My IT Crew Core Values and meet standard metrics

Required Experience:

Manager