Tier 2 Support Engineer - NY

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

Job summary

My IT Crew is seeking a Support Engineer to assist with support, troubleshooting, system upgrades, and preventative maintenance. Hours are 9 am - 6 pm EST in New York, and the team emphasizes collaboration rather than siloed work.

You will engage with clients daily, manage tickets, document SOPs, and contribute to CSAT scores while delivering best-in-class IT support to small and mid-size businesses.

Qualifications

• Strong experience in troubleshooting, configuring, and managing Microsoft technologies, primarily Windows servers, GPOs and AD structure.
• Experience with DNS & DHCP in Microsoft Active Directory networks.
• Hands-on with virtualization technologies such as Hyper-V.
• O365 experience and remote access solutions are a plus.
• Excellent documentation practices and internal knowledge sharing.

Responsibilities

• Provide level-1 to level-2 support for Windows devices, printers, scanners, and business software.
• Coordinate daily with clients to manage expectations and ensure CSAT targets are met.
• Update and create SOPs, and document discoveries for downstream success.
• Respond to and close tickets, perform QA follow-ups, and ensure remediation status is resolved.

Skills

Windows Server

Active Directory

DNS/DHCP

Troubleshooting

Documentation

Remote Desktop

O365

Networking basics

VOIP

Printer support

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