MSP - Support Engineer, Brooklyn NY

My IT Crew•Brooklyn, NY

19h•Onsite

About The Position

My IT Crew is a leader in the Managed Service provider space since 2016, striving for excellence and achieving a consistent 97% client satisfaction. We are a team that adopts new tools for efficiency and provides best-in-class support with useful documentation. Our culture fosters collaborative meetings and weekly team-led training to drive individual and company growth. We are expanding and seeking a Windows Support Engineer to assist with support, troubleshooting, system upgrades, and preventative maintenance.

Requirements

A tech who delivers top-level customer support and enjoys helping people
A Proven executor – You know how to make things happen
No Ego - 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.
O365 experience
Remote Access Solutions
Remote Desktop / RemoteApps

Responsibilities

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
Review scheduled tickets, confirm tickets are scheduled according to; Client requested schedules, Priority, then total age of ticket.
Adhering to scheduled tickets.
Responding to customers on tickets assigned to them.
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.