Tier 2 Support Engineer - NY

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