Tier 2 Support Engineer - NY
About The Position
My IT Crew is seeking a Support Engineer to join their expanding operations. This role involves assisting with support, troubleshooting, system upgrades, and preventative maintenance. The company emphasizes a collaborative culture where new ideas are welcomed and team members are valued beyond being a "cog in the wheel." They are a leader in the Managed Service provider space, known for adopting new tools for efficiency and providing best-in-class support with a high client satisfaction rate. The role offers useful documentation and a culture of collaborative meetings and team-led training to foster growth.
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 Windows 11 devices.
- Troubleshoot various printers and scanners from MFP Laser to Inkjet.
- Support 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.
- Support Network devices (Switches and Access Points).
- Support On-Prem applications and services.
- Manage File server permissions and architecture.
- Coordinate with the client daily to ensure expectations are managed.
- Engage positively with clients.
- Maintain a positive return on the CSAT survey.
- Coordinate between client and vendor for incident resolution.
- Comprehend and follow SOP.
- Update SOP and team when processes change.
- Create new supporting documents for discoveries.
- Provide support documentation for downstream success.
- Review scheduled tickets, confirming they are scheduled according to client requested schedules, priority, and 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.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
