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 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
• No more asking everyone for help, it's right at your fingertips. Having documentation that's actually useful? That's 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

Compensation$10-$12