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