MSP - Support IT Engineer, Brooklyn NY

My IT Crew•Brooklyn, NY

1d•Onsite

About The Position

My IT Crew is a leader in the Managed Service Provider space, established in 2016. We are expanding our operations and seeking a Windows Support Engineer to assist with support, troubleshooting, system upgrades, and preventative maintenance. We foster a culture where everyone has a voice, new ideas are welcomed, and collaboration is key. We utilize new tools to enhance efficiency and provide best-in-class support, with a strong emphasis on useful documentation and continuous learning through team-led training.

Requirements

A tech who delivers top-level customer support and enjoys helping people
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 (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)
Support On-Prem applications and services
Manage file server permissions and architecture
Client interactions: Coordinate with the client daily to ensure expectations are managed, maintain positive client engagement, and ensure positive return on CSAT surveys.
Coordination between client and vendor for incident resolution
Documentation: Comprehend and follow SOPs, update SOPs 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, 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.