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Support Escalation Engineer

2 days ago

Ayala Center 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 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, 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 information
  • Respond 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