Tier 2 Support Engineer - NY

My IT Crew•Brooklyn, NY

4d•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 expanding our operations and seeking to grow our team with a Support Engineer to assist with support, troubleshooting, system upgrades, and preventative maintenance. We are a team that values collaboration, useful documentation, and adopting new tools to enhance efficiency and client support. We offer a culture where everyone has a voice and new ideas are welcomed.

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 team goals
Heavy internal documentation track record with the outcome of helping 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
Manage business class software for small and medium-sized businesses
Manage 365 accounts
Manage On-Prem and Azure AD accounts
Troubleshoot VOIP Phone systems
Troubleshoot eFax
Manage Network devices (Switches and Access Points)
Manage On-Prem applications and services
Manage File server permissions and architecture
Client interactions: Coordinate with the client daily to ensure expectation is managed, maintain positive client engagement, and ensure positive return on CSAT surveys.
Coordination between client and vendor for incident resolution
Documentation: Comprehend and follow SOP, update SOP and team when processes change, create new supporting documents for discoveries, and provide support documentation for downstream success.
Review scheduled tickets, confirm tickets are scheduled according to client requested schedules, priority, then total age of ticket.
Adhere to scheduled tickets.
Respond to customers on tickets assigned to them.
Review their schedule at the end of the day.
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.