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
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