Onsite Support & Hardware Engineer

My IT Crew • New York, NY

3d • Onsite

About The Position

At My IT Crew, we believe every team member deserves a voice. Since 2016, we’ve been a leader in the Managed Service Provider (MSP) space by doing things differently—empowering our people, embracing innovation, and delivering exceptional service.

We are looking for an Onsite Support & Hardware Engineer to join our Brooklyn team. This role is designed with a structured transition:

You will begin your journey with a dedicated 2–3 months immersion in Hardware & Inventory. During this initial phase, you will work internally to diagnose repairs, organize the stockroom, and master the equipment that powers our clients' businesses (from desktops and laptops to kiosks).

Once this foundational period is complete, you will transition to your primary role as an Onsite Support Engineer. You will then serve as the trusted face of My IT Crew, traveling to client sites to build relationships and solve technical problems, utilizing the deep hardware expertise you gained during your initial training.

This position is ideal for someone who wants to know the "nuts and bolts" of the hardware before becoming the hero who keeps our clients up and running onsite.

Requirements

• 3+ years of Windows-based IT support, systems administration, or hardware repair experience.
• Proven experience with hands-on hardware troubleshooting (component replacement, diagnostics).
• Strong understanding of PC components, operating systems (Windows/Linux), and networking basics (TCP/IP, switching).
• Familiarity with ticketing systems (ConnectWise preferred), documentation practices, and asset tracking.
• Experience with shipping/receiving, labeling, and equipment logistics.
• Adaptability: Ability to switch gears between detailed bench work and high-pressure onsite client service.
• Communication: Excellent interpersonal skills to work effectively with clients during outages.
• Organization: Detail-oriented mindset for tracking inventory, RMAs, and documentation.
• Problem Solving: A proactive mindset with strong critical thinking skills.

Nice To Haves

• Associate’s or Bachelor’s degree in Computer Engineering/IT (Preferred) or equivalent experience.
• Certifications: CompTIA A+ is highly preferred. Additional certifications (Network+, Security+, Microsoft Modern Desktop) are a major plus.

Responsibilities

• Diagnose and repair a variety of hardware systems including desktops, laptops, kiosks, and networking equipment.
• Manage the full lifecycle of hardware assets: receiving, labeling, storing, shipping, and tracking.
• Coordinate with vendors for warranty claims, RMA processing, and hardware replacements.
• Maintain accurate inventory logs and service records in ConnectWise and asset systems.
• Ensure the workspace and equipment areas remain clean, organized, and secure.
• Pre-configure and test new equipment (Windows/Linux) before deployment.
• Deploy to client locations to resolve critical system downtime, hardware failures, or network outages that cannot be fixed remotely.
• Perform onsite installations, upgrades, and physical maintenance of IT systems.
• Serve as the face of My IT Crew during site visits, collaborating with client staff to reassure them and resolve issues efficiently.
• Act as a liaison between the client and the internal service desk during complex onsite troubleshooting.

Benefits

• Useful, living documentation at your fingertips.
• A team that listens—and learns from each other.
• Weekly collaborative trainings, not boring lectures.
• New tools, new tech, and no gatekeeping.
• A company that rewards initiative and values growth—both personal and professional.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree