Support Escalation Engineer

4 weeks ago

Makati City, National Capital Region, Philippines My IT Crew Full time
Overview

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.

Why join us
  • Our clients love us and our satisfaction 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 support.
  • No more asking everyone for help—documentation is actually useful.
  • 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 information.
  • Respond to incidents on time.
  • Resolve incidents efficiently.
  • Help with information relevant to creating documentation.
  • Detect patterns that indicate wider and bigger issues.
Qualifications / 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.

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