Tier 2 Technical Support Engineer - NY

About the role

**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 support, troubleshooting, system upgrades, and preventative maintenance.

* Support + Windows 10 and Window 11 devices + Troubleshoot various printers and scanners from MFP Laser to Inkjet + Business class software for small and medium\-sized businesses + 365 account management + On\-Prem and Azure AD account management. + VOIP Phone systems + eFax troubleshooting + Network devices (Switches and Access Points) + On\-Prem applications and services + File server permissions and architecture * Client interactions + Coordinate with the client daily to ensure expectation is managed + Positive client engagement + Maintain positive return on the CSAT survey + Coordination between client and vendor for incident resolution * Documentation + Able to comprehend and follow SOP + Update SOP and team when processes change + Create new supporting documents for discoveries as they occur + Support documentation for downstream success

What does a day look like: A Support Engineer will start of the day with:

* Review scheduled tickets, confirm tickets are scheduled according to; Client requested schedules, Priority, then total age of ticket.

Throughout the day a Support Engineer will be responsible for:

* Adhering to scheduled tickets. * Responding to customers on tickets assigned to them.

At the end of the day a Support Engineer will:

* Review their schedule. * Ensure all tickets assigned to them have been responded to. * Reply or call back on any newly assigned or customer\-responded tickets. * Check for tickets in "Remediation" status that they are the Owner of to complete all QA follow\-up requests.

Required Skills:

* A tech who delivers top\-level customer support and enjoys helping people * A Proven executor – You know how to make things happen * No Ego \- we are not looking for techs sitting on pedestals. We are looking for someone who is willing to help others move forward and drive our team's goals. * Heavy internal documentation track record with the outcome of helping your teammates gain more 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 troubleshoot network devices such as Firewalls, Switches, and Wi\-Fi. * Hands\-On experience with virtualization technologies such as Hyper\-V. * O365 experience * Remote Access Solutions * Remote Desktop / RemoteApps