Note: The job is a remote job and is open to candidates in USA. My IT Crew is redefining IT services with a focus on empowering people and delivering exceptional client experiences. They are seeking a Support Engineer who will troubleshoot technology issues, manage client communication, and contribute to a knowledge base, ensuring seamless support and satisfaction for clients.
Responsibilities
- Become the go-to expert for our clients, masterfully troubleshooting everything from Windows devices and Microsoft 365 to network infrastructure and VoIP systems
- Own client communication, building rapport, managing expectations, and ensuring every interaction ends with a positive outcome
- Manage your ticket queue with precision, prioritizing effectively and handling warm transfer escalations with a calm, confident approach
- Contribute to a knowledge base that actually works, creating and refining documentation that empowers the entire team to succeed
- Act as a liaison between clients and vendors, driving incident resolution and ensuring seamless support from end to end
- Collaborate across the team in weekly meetings and team-led trainings, helping to drive yourself and the company forward
- Lead by example, upholding our commitment to accountability, proactive service, and stellar customer support
Skills
- Hands-on expertise in troubleshooting, configuring, and managing Microsoft technologies, including Windows Server, Active Directory, and Group Policies
- Strong experience with Microsoft 365, Hyper-V, DNS, and DHCP
- Demonstrated knowledge of advanced networking principles and the ability to troubleshoot firewalls, switches, and Wi-Fi
- A passion for excellent customer service and a proven ability to build trust and defuse tough situations
- A track record of creating heavy internal documentation that helps your teammates grow and learn
- Experience with Remote Access Solutions like Remote Desktop and RemoteApps
- An eagerness to learn and a collaborative spirit—you enjoy helping others move forward
Benefits
- A culture where you are more than a number. Your voice is heard, and your ideas can directly shape our processes.
- Access to world-class tools and documentation that's actually useful, putting solutions at your fingertips.
- Real opportunities for growth through team-led training and exposure to cutting-edge technology.
- A company that rewards initiative, values growth, and supports your professional journey.
- A team that listens, learns, and collaborates to win together.
Company Overview