Tier 2 Support Engineer - NY

My IT Crew; New York (NY); On-site; USD 60,000 - 85,000; Full time

Job summary

My IT Crew is expanding its team in New York and seeks a Support Engineer to assist with support, troubleshooting, system upgrades, and preventative maintenance.

The role involves hands-on work with Windows 10/11 devices, Office 365, on-prem and Azure AD account management, and VOIP/eFax environments, along with daily client coordination to meet expectations and CSAT targets.

Qualifications

• Proven ability to deliver top-level customer support.
• Strong troubleshooting and problem-solving skills.
• Experience configuring and managing Microsoft technologies.
• Familiarity with virtualization and networking fundamentals.

Responsibilities

• Provide support, troubleshooting, system upgrades and preventive maintenance.
• Coordinate with clients daily to manage expectations and ensure CSAT targets.
• Create and update SOPs and supporting documents for discoveries as they occur.
• Review scheduled tickets, respond to customer inquiries, and close out tickets with QA follow-up.

Skills

Windows Servers

Active Directory

DNS & DHCP

Hyper-V

O365

Remote Access

Documentation

Customer support

Networking concepts

Job description

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 oursatisfaction 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.
• Knowledgeand experiencewith advancednetworkingprinciples
• Experience in troubleshooting, configuring, and managing Windows file shares and permission ACLs.
• Demonstrated experiencein networking and its concepts; ability to troubleshoot network issues and troubleshoot network devices such as Firewalls, Switches, and Wi-Fi.
• Hands-Onexperience with virtualization technologies such as Hyper-V.
• O365 experience
  
• Remote Access Solutions
• Remote Desktop / RemoteApps