Tier 2 Technical Support Engineer - NY

My IT Crew•Brooklyn, NY

5d•Onsite

About The Position

My IT Crew is a leader in the Managed Service provider space since 2016, striving for excellence and achieving a 97% client satisfaction rate. We adopt new tools to enhance efficiency and provide best-in-class support. Our culture emphasizes collaboration, weekly team-led training, and valuing employee input. We are expanding and seeking a Support Engineer to assist with support, troubleshooting, system upgrades, and preventative maintenance. This role involves supporting Windows 10 and 11 devices, various printers and scanners, business software, 365 account management, On-Prem and Azure AD account management, VOIP phone systems, eFax, network devices, on-prem applications and services, and file server permissions. The role also includes client interaction, daily coordination, positive client engagement, maintaining CSAT scores, and coordinating with vendors for incident resolution. Documentation is a key aspect, including following and updating SOPs and creating new supporting documents.

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's 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
365 account management
On-Prem and Azure AD account management
Manage VOIP Phone systems
eFax troubleshooting
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 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.