Support Engineer

My IT Crew; New York (NY); On-site; USD 60,000 - 90,000; Full time

Job summary

My IT Crew is seeking a Support Engineer in New York, NY. The role focuses on providing high-quality technical support for Windows Server environments, managing AD, DNS, DHCP, and networking tasks, and delivering excellent customer service.

The position involves daily ticket handling, documentation updates, and collaboration with clients to resolve incidents and upgrades, with emphasis on proactive maintenance and CSAT improvement.

Qualifications

• Experience delivering top-level customer support.
• Strong troubleshooting and issue-resolution skills.
• Ability to document processes and update SOPs.

Responsibilities

• Provide technical support and troubleshooting for Windows-based environments.
• Manage on-prem and Azure AD accounts; handle VOIP, file shares, and permissions.
• Coordinate with clients and internal teams to resolve incidents and maintain CSAT.

Skills

Customer support

Troubleshooting

Documentation

Networking fundamentals

Tools

Windows Server

Active Directory

DNS

DHCP

Hyper-V

Azure AD

Job description

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
• 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
• 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

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.