About the Role

My IT Crew is a premier managed services provider specializing in strategic IT and cybersecurity solutions for small to mid-sized enterprises. The company focuses on the design, implementation, and maintenance of robust IT infrastructures, providing 24/7 monitoring, remote helpdesk assistance, and tailored scalability and security strategies. With a strong commitment to regulatory compliance and proactive system maintenance, they serve diverse industries, including healthcare. As a Support Engineer, you will function as a vital technical resource and client partner within a collaborative, growth-oriented environment, utilizing advanced technology to drive high-quality, efficient service delivery.

Requirements

• Qualified candidates must possess hands-on expertise in troubleshooting, configuring, and managing core Microsoft technologies, including Windows Server, Active Directory, and Group Policies.
• A strong background in Microsoft 365, Hyper-V, DNS, and DHCP is essential.
• Applicants should demonstrate knowledge of advanced networking principles, including the ability to effectively troubleshoot firewalls, switches, and Wi-Fi systems.
• Exceptional customer service skills are required, specifically the ability to build client trust and navigate and defuse challenging situations.
• Furthermore, the role requires experience with Remote Access Solutions such as Remote Desktop and RemoteApps, as well as a proven ability to create and refine extensive internal documentation.
• Candidates should also demonstrate a genuine eagerness to learn and a collaborative, team-oriented spirit.

Responsibilities

• As a Support Engineer, you will be responsible for troubleshooting a wide range of issues involving Windows devices, Microsoft 365, network infrastructure, and VoIP systems.
• You will serve as the primary technical point of contact, managing client communications and building strong professional rapport while setting clear expectations for service.
• A core part of your daily work will involve prioritizing and managing the ticket queue, as well as handling warm transfer escalations to ensure timely resolutions.
• Beyond direct support, you will be tasked with creating and refining knowledge-base documentation to improve team efficiency.
• You will also act as a liaison between clients and various vendors to drive incident resolution.
• Additionally, you will participate in weekly team meetings and training sessions to help promote a culture of accountability, proactive service, and high-quality technical support.

Benefits & Perks

• Employees benefit from access to world-class tools and extensive, useful documentation.
• The company fosters professional development through team-led training sessions and ongoing growth opportunities.
• You will gain valuable exposure to cutting-edge technology and have the unique opportunity to help shape and improve company processes in a collaborative team environment.