Tier 2 Technical Support Engineer - NY

My IT Crew•New York, NY

6d•$60,000 - $65,000•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% satisfaction rate. We are a team that embraces new tools for efficiency and provides best-in-class support with useful, accessible documentation. Our culture fosters collaboration and team-led training to drive individual and company growth. We are expanding and seeking a 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 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 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 requests, priority, and age.
Adhere to scheduled tickets throughout the day.
Respond to customers on assigned tickets.
Review their schedule at the end of the day.
Ensure all assigned tickets 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.