MSP- Support Escalation Engineer, PH

Ready to Solve Innovate and Be the Hero for Our Clients Join Us at My IT Crew.

At My IT Crew being an engineer isnt about closing tickets its about building trust. Since 2016 weve been redefining what it means to deliver IT services with a focus on empowering people solving complex problems and creating a culture where both our clients and team members thrive.

Our client satisfactionA steady 97%.

Our toolboxAlways stocked with the latest tech to make your job smoother and our support best-in-class.

Our cultureOne where every voice matters new ideas are celebrated and youre more than just a cog in the wheel.

Now were looking for a Windows Support Engineer who is obsessed with problem-solving and delivering an exceptional client experiencesomeone who is ready to make a real impact.

Position:Support Escalation Engineer

Location:Remote

Department:Service Delivery

Hours:9 am - 6 pm EST (New York City time zone)

What Youll Do

As a Windows Support Engineer youll be on the front lines ensuring our clients technology runs flawlessly. You wont just be fixing things; youll be a trusted partner. Youll:

• Become the go-to expertfor our clients masterfully troubleshooting everything from Windows devices and Microsoft 365 to network infrastructure and VoIP systems.
• Own client communication building rapport managing expectations and ensuring every interaction ends with a positive outcome.
• Manage your ticket queue with precision prioritizing effectively and handling warm transfer escalations with a calm confident approach.
• Contribute to a knowledge base that actually works creating and refining documentation that empowers the entire team to succeed.
• Act as a liaisonbetween clients and vendors driving incident resolution and ensuring seamless support from end to end.
• Collaborate across the teamin weekly meetings and team-led trainings helping to drive yourself and the company forward.
• Lead by example upholding our commitment to accountability proactive service and stellar customer support.

What You Bring

Were looking for a problem-solver who is part tech wizard part customer champion. Youre a proven executor with a no ego approach always willing to help a teammate and drive our collective goals. Youll bring:

• Hands-on expertisein troubleshooting configuring and managing Microsoft technologies including Windows Server Active Directory and Group Policies.
• Strong experiencewith Microsoft 365 Hyper-V DNS and DHCP.
• Demonstrated knowledgeof advanced networking principles and the ability to troubleshoot firewalls switches and Wi-Fi.
• A passion for excellent customer serviceand a proven ability to build trust and defuse tough situations.
• A track record of creating heavy internal documentationthat helps your teammates grow and learn.
• Experience with Remote Access Solutionslike Remote Desktop and RemoteApps.
• An eagerness to learnand a collaborative spirityou enjoy helping others move forward.

Why Youll Love It Here

• A culture where you are more than a number.Your voice is heard and your ideas can directly shape our processes.
• Access to world-class toolsand documentation thats actually useful putting solutions at your fingertips.
• Real opportunities for growththrough team-led training and exposure to cutting-edge technology.
• A company that rewards initiative values growth and supports your professional journey.
• A team that listens learns and collaborates to win together.

If youre ready to step into a role where your technical skills make a tangible impact and youre valued as a key team member this is your next move.

Lets talk. My IT Crew isnt just a place to work its a place to grow solve and thrive.

Required Experience:

Manager