Support Escalation Engineer

3 weeks ago

Makati, Philippines My IT Crew Full time

PLEASE NOTE: This is a Hybrid position. You must live within a 1-hour commute of our office. After onboarding, a hybrid schedule is based on availability, based on your location. The position hours are 9 am - 6 pm Eastern Standard Time (New York City time zone). 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…. My IT Crew has been a leader in the Managed Service provider space since 2016. We strive for excellence and achieve it. Our clients love us and oursatisfaction surveys show it at a consistent 97% 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 No more asking everyone for help, it’s right at your fingertips.Having documentation that's actually useful? That's us We Listen. Our culture of collaborative meetings and weekly team-led training will help YOU drive yourself and the company forward. We are expanding our operations and seeking to grow our team. We have an opening for a Support Engineer to assist with our Service Delivery team. Job Responsibilities: The tech who delivers top-level customer support and enjoys helping people Work on tickets from the board sorting by priority Provide a great customer experience Manage expectations by communicating with the client all relevant informationRespond to incidents on time Resolve incidents efficiently Help with information relevant to creating documentation Detect patterns that indicate wider and bigger issues Skill Requirements: This is a support escalation position providing remote support to clients. We require at least 5 years of Windows-based IT support experience Strong hands-on engineer support for Microsoft technologies (desktop, server, cloud) Ability to troubleshoot and configure standard routing and networking topologies (vLAN, site-to-site VPN, Azure VPN, WLAN) One or more of the following certifications: CompTIA Security+ CompTIA Network+ Microsoft 365 Administrator Microsoft Azure Security Engineer Must have Azure and M365 support experience Assist and help the team to grow their knowledge - continuously updating documentation for the clients while working on tickets Keen attention to detail, the memory of patterns, and interest in problem-solving Consistently demonstrate the My IT Crew Core Values and meet standard metrics #J-18808-Ljbffr

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