MSP - Support Engineer, SA

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    "description": "<p><span style=\"font-size: 12pt\"><span style=\"font-weight: bold\">Ready to Solve, Innovate, and Be the Hero for Our Clients? Join Us at My IT Crew.</span></span></p>\n<p><span style=\"font-size: 18pt\"><br></span></p>\n<p>At My IT Crew, being an engineer isn't about closing tickets, it's about building trust. Since 2016, we've been redefining what it means to deliver IT services, with a focus on empowering people, solving complex problems, and creating a culture where both our clients and team members thrive.</p>\n<p><br></p>\n<p>Our client satisfaction? <span style=\"font-weight: bold\">A steady 97%.</span></p>\n<p>Our toolbox? <span style=\"font-weight: bold\">Always stocked with the latest tech to make your job smoother and our support best-in-class.</span></p>\n<p>Our culture? <span style=\"font-weight: bold\">One where every voice matters, new ideas are celebrated, and you're more than just a cog in the wheel.</span></p>\n<p><br></p>\n<p>Now, we're looking for a Windows Support Engineer who is obsessed with problem-solving and delivering an exceptional client experience—someone who is ready to make a real impact.</p>\n<p><br></p>\n<p><span style=\"font-weight: bold\">Position:</span> Support Engineer</p>\n<p><span style=\"font-weight: bold\">Location:</span> Remote </p>\n<p><span style=\"font-weight: bold\">Department:</span> Service Delivery</p>\n<p><span style=\"font-weight: bold\">Hours:</span> 9 am - 6 pm EST (New York City time zone)</p>\n<p><br></p>\n<p><span style=\"font-size: 12pt\"><span style=\"font-weight: bold\">What You'll Do</span></span></p>\n<p>As a Windows Support Engineer, you'll be on the front lines, ensuring our clients' technology runs flawlessly. You won't just be fixing things; you'll be a trusted partner. You'll:</p>\n<ul>\n<li><span style=\"font-weight: bold\">Become the go-to expert</span> for our clients, masterfully troubleshooting everything from Windows devices and Microsoft 365 to network infrastructure and VoIP systems.</li>\n<li><span style=\"font-weight: bold\">Own client communication</span>, building rapport, managing expectations, and ensuring every interaction ends with a positive outcome.</li>\n<li><span style=\"font-weight: bold\">Manage your ticket queue with precision</span>, prioritizing effectively and handling warm transfer escalations with a calm, confident approach.</li>\n<li><span style=\"font-weight: bold\">Contribute to a knowledge base that actually works</span>, creating and refining documentation that empowers the entire team to succeed.</li>\n<li><span style=\"font-weight: bold\">Act as a liaison</span> between clients and vendors, driving incident resolution and ensuring seamless support from end to end.</li>\n<li><span style=\"font-weight: bold\">Collaborate across the team</span> in weekly meetings and team-led trainings, helping to drive yourself and the company forward.</li>\n<li><span style=\"font-weight: bold\">Lead by example</span>, upholding our commitment to accountability, proactive service, and stellar customer support.</li>\n</ul>\n<p><br></p>\n<p><span style=\"font-size: 12pt\"><span style=\"font-weight: bold\">What You Bring</span></span></p>\n<p>We're looking for a problem-solver who is part tech wizard, part customer champion. You're a proven executor with a \"no ego\" approach, always willing to help a teammate and drive our collective goals. You'll bring:</p>\n<ul>\n<li><span style=\"font-weight: bold\">Hands-on expertise</span> in troubleshooting, configuring, and managing Microsoft technologies, including Windows Server, Active Directory, and Group Policies.</li>\n<li><span style=\"font-weight: bold\">Strong experience</span> with Microsoft 365, Hyper-V, DNS, and DHCP.</li>\n<li><span style=\"font-weight: bold\">Demonstrated knowledge</span> of advanced networking principles and the ability to troubleshoot firewalls, switches, and Wi-Fi.</li>\n<li><span style=\"font-weight: bold\">A passion for excellent customer service</span> and a proven ability to build trust and defuse tough situations.</li>\n<li><span style=\"font-weight: bold\">A track record of creating heavy internal documentation</span> that helps your teammates grow and learn.</li>\n<li><span style=\"font-weight: bold\">Experience with Remote Access Solutions</span> like Remote Desktop and RemoteApps.</li>\n<li><span style=\"font-weight: bold\">An eagerness to learn</span> and a collaborative spirit—you enjoy helping others move forward.</li>\n</ul>\n<p><br></p>\n<p><span style=\"font-size: 12pt\"><span style=\"font-weight: bold\">Why You'll Love It Here</span></span></p>\n<ul>\n<li><span style=\"font-weight: bold\">A culture where you are more than a number.</span> Your voice is heard, and your ideas can directly shape our processes.</li>\n<li><span style=\"font-weight: bold\">Access to world-class tools</span> and documentation that's actually useful, putting solutions at your fingertips.</li>\n<li><span style=\"font-weight: bold\">Real opportunities for growth</span> through team-led training and exposure to cutting-edge technology.</li>\n<li><span style=\"font-weight: bold\">A company that rewards initiative</span>, values growth, and supports your professional journey.</li>\n<li><span style=\"font-weight: bold\">A team that listens, learns, and collaborates to win together.</span></li>\n</ul>\n<p><br></p>\n<p>If you're ready to step into a role where your technical skills make a tangible impact and you're valued as a key team member, this is your next move.</p>\n<p><br></p>\n<p><span style=\"font-weight: bold\">Let's talk. My IT Crew isn't just a place to work, it's a place to grow, solve, and thrive.</span></p>",
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