MSP - Support Engineer, PH

1 day ago

Cebu City, Central Visayas, Philippines My IT Crew Full time $40,000 - $80,000 per year
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 Windows Support Engineer to assist with support, troubleshooting, system upgrades, and preventative maintenance.
  • Support
    • Windows 10 and Window 11 devices
    • Troubleshoot various printers and scanners from MFP Laser to Inkjet
    • Business class software for small and medium-sized businesses
    • 365 account management
    • On-Prem and Azure AD account management.
    • VOIP Phone systems
    • eFax troubleshooting
    • Network devices (Switches and Access Points)
    • On-Prem applications and services
    • File server permissions and architecture
  • Client interactions
    • Coordinate with the client daily to ensure expectation is managed
    • Positive client engagement
    • Maintain positive return on the CSAT survey
    • Coordination between client and vendor for incident resolution
  • Documentation
    • Able to comprehend and follow SOP
    • Update SOP and team when processes change
    • Create new supporting documents for discoveries as they occur
    • Support documentation for downstream success
What does a day look like: A Support Engineer will start of the day with:
  • Review scheduled tickets, confirm tickets are scheduled according to; Client requested schedules, Priority, then total age of ticket.
Throughout the day a Support Engineer will be responsible for:
  • Adhering to scheduled tickets.
  • Responding to customers on tickets assigned to them.
At the end of the day a Support Engineer will:
  • Review their schedule.
  • Ensure all tickets assigned to them have been responded to.
  • Reply or call back on any newly assigned or customer-responded tickets.
  • Check for tickets in "Remediation" status that they are the Owner of to complete all QA follow-up requests.
Required Skills:
  • A tech who delivers top-level customer support and enjoys helping people
  • A Proven executor - You know how to make things happen
  • No Ego - we are not looking for techs sitting on pedestals. We are looking for someone who is willing to help others move forward and drive our team's goals.
  • Heavy internal documentation track record with the outcome of helping your teammates gain more knowledge
  • Strong experience in troubleshooting, configuring, and managing Microsoft technologies, primarily focused on Windows Servers, Group Policies, and Active Directory structure.
  • Experience in troubleshooting, configuring, and managing DNS & DHCP in Microsoft Active Directory networks.
  • Knowledge and experience with advanced networking principles
  • Experience in troubleshooting, configuring, and managing Windows file shares and permission ACLs.
  • Demonstrated experience in networking and its concepts; ability to troubleshoot network issues and troubleshoot network devices such as Firewalls, Switches, and Wi-Fi.
  • Hands-On experience with virtualization technologies such as Hyper-V.
  • O365 experience
  • Remote Access Solutions
  • Remote Desktop / RemoteApps

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