Remote Escalation Engineer - MSP

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      "city": "Brooklyn",
      "state": "New York",
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    "employmentStatusLabel": "Full-Time"
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    "datePosted": "2024-07-24",
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      "city": "Brooklyn",
      "state": "New York",
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    "description": "<p>This position is fully remote anywhere in the United States.</p>\n<p> </p>\n<p>Ready to get off the IT machine and come be part of a team where you are more than a cog in the wheel?  My IT Crew is the place where everyone gets a voice and new ideas are welcomed.  Sound like this could be your new home? Keep reading….</p>\n<p><br></p>\n<p>My IT Crew has been a leader in the Managed Service provider space since 2016. We strive for excellence and achieve it.</p>\n<ul>\n<li>Our clients love us and our satisfaction surveys show it at a consistent 97%</li>\n<li>We are the team who always “has the cool stuff”, we adopt new tools to make us more efficient and allow us to help our clients with best-in-class support</li>\n<li>No more asking everyone for help, it's right at your fingertips. Having documentation that's actually useful? That's us!</li>\n<li>We Listen. Our culture of collaborative meetings and weekly team-led training will help YOU drive yourself and the company forward.</li>\n</ul>\n<p><br></p>\n<p>We are expanding our operations and seeking to grow our team. We have an opening for an Escalation Engineer to join our Service Delivery Team. </p>\n<p><br></p>\n<p><span>Escalation Engineer Duties and Responsibilities</span></p>\n<ul>\n<li><span>Be Fanatically awesome all the time!</span></li>\n<li><span>Be an active advocate for customer satisfaction</span></li>\n<li><span>Provide technical excellence t for systems, software, and hardware</span></li>\n<li><span>Document/Update internal Kb’s, SOP’s, Wiki’s</span></li>\n<li><span>Ask educated questions and listen to customers to determine the root cause of issues</span></li>\n<li><span>Work through the problem-solving process with customers, empowering them to do the same in the future</span></li>\n<li><span>Participate in training incoming staff</span></li>\n<li><span>Report significant and recurring issues</span></li>\n<li><span>Participate in the After Hours Escalation on-call rotation</span></li>\n</ul>\n<p><br></p>\n<p><span>Escalation Engineer Requirements and Qualifications</span></p>\n<ul>\n<li><span>Proven experience as a senior technical engineer, preferably in an MSP Environment</span></li>\n<li><span>Ability to diagnose and resolve advanced issues</span></li>\n<li><span>Excellent communication skills</span><br></li>\n<li><span>Keen attention to detail, the memory of patterns, and interest in problem-solving</span></li>\n<li><span>Consistently demonstrate the MyITcrew Core Values and meet standard metrics</span></li>\n<li><span>Current Microsoft, Azure or cloud computing, CCNA certifications or equivalent</span></li>\n<li><span>Advanced skills in the management of Active Directory Domain environments</span></li>\n<li><span>Proficient in networking, for both on-premise and cloud-based networks. </span></li>\n<li><span>A minimum of 5+ Years experience in support and engineering of Windows on-premise and cloud environments</span></li>\n</ul>\n<p> </p>",
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