IT Support Engineer - Mexico

My IT Crew; México; Remote; MXN 256,000 - 307,000; Full time

Job summary

My IT Crew seeks a proactive Support Engineer to join our Service Delivery team in a remote role. You will be the go-to expert, troubleshooting Windows devices, Microsoft 365, and network infrastructure for client environments, while delivering top-tier service from any location.

You’ll own your ticket queue, communicate clearly, document solutions, and collaborate in weekly trainings. If you thrive in a fast-paced MSP and value client trust, this role is for you.

Qualifications

• Experience with MSPs delivering multi-client support.
• Proficient in troubleshooting Microsoft technologies (Windows Server, AD, GPOs).
• Familiar with Remote Access solutions like RDP/RemoteApps.

Responsibilities

• Become the go-to expert for our clients and troubleshoot Windows devices, Microsoft 365, network infrastructure, and VoIP systems.
• Own client communication, manage expectations, and ensure positive outcomes after every interaction.
• Manage ticket queues with prioritization and handle warm transfer escalations calmly.
• Contribute to a knowledge base with clear, actionable documentation for the team.
• Act as liaison between clients and vendors to drive incident resolution and seamless support.
• Collaborate in weekly team meetings and trainings to drive personal and company growth.
• Lead by example with accountability and proactive customer service.

Skills

MSP experience

Customer service

Documentation

Tools

Windows Server

Active Directory

Group Policies

Microsoft 365

Hyper-V

DNS

DHCP

Remote Desktop

RemoteApps

Firewalls

Wi‑Fi

Job description

Ready to Solve, Innovate, and Be the Hero for Our Clients? Join Us at My IT Crew . At My IT Crew , being an engineer isn’t about closing tickets, it’s about building trust. Since 2016, we’ve been redefining what it means to deliver IT services, with a focus on empowering people, solving complex problems, and creating a culture where both our clients and team members thrive. Our client satisfaction? A steady 97%. Our toolbox? Always stocked with the latest tech to make your job smoother and our support best-in-class. Our culture? One where every voice matters, new ideas are celebrated, and you’re more than just a cog in the wheel. My IT Crew isn’t just a place to work, it’s a place to grow, solve, and thrive.

Position

Support Engineer

Location

Remote

Department

Service Delivery

Hours

9 am - 6 pm EST (New York City time zone)

What You'll Do

• Become the go-to expert for our clients, masterfully troubleshooting everything from Windows devices and Microsoft 365 to network infrastructure and VoIP systems.
• Own client communication, building rapport, managing expectations, and ensuring every interaction ends with a positive outcome.
• Manage your ticket queue with precision, prioritizing effectively and handling warm transfer escalations with a calm, confident approach.
• Contribute to a knowledge base that actually works, creating and refining documentation that empowers the entire team to succeed.
• Act as a liaison between clients and vendors, driving incident resolution and ensuring seamless support from end to end.
• Collaborate across the team in weekly meetings and team-led trainings, helping to drive yourself and the company forward.
• Lead by example, upholding our commitment to accountability, proactive service, and stellar customer support.

What You Bring

• Previous experience working for a Managed Service Provider (MSP), supporting multiple clients in a fast-paced service desk or engineering environment.
• Hands-on expertise in troubleshooting, configuring, and managing Microsoft technologies, including Windows Server, Active Directory, and Group Policies.
• Strong experience with Microsoft 365, Hyper-V, DNS, and DHCP.
• Demonstrated knowledge of advanced networking principles and the ability to troubleshoot firewalls, switches, and Wi-Fi.
• A passion for excellent customer service and a proven ability to build trust and defuse tough situations.
• A track record of creating heavy internal documentation that helps your teammates grow and learn.
• Experience with Remote Access Solutions like Remote Desktop and RemoteApps.
• An eagerness to learn and a collaborative spirit—you enjoy helping others move forward.

Why You'll Love It

A culture where you are more than a number. Your voice is heard, and your ideas can directly shape our processes.

Access to world-class tools and documentation that’s actually useful, putting solutions at your fingertips.

Real opportunities for growth through team-led training and exposure to cutting-edge technology.

A company that rewards initiative, values growth, and supports your professional journey.

A team that listens, learns, and collaborates to win together.

Salary

$10-$12