What are the responsibilities and job description for the Escalation Engineer - MSP position at My It Crew?

Job Description

Salary : $90,000 - $110,000

PLEASE NOTE :

For the greater New York City area applicants, this is an in-office position.

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 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 an Escalation Engineer to join our Service Delivery Team.

Escalation Engineer Duties and Responsibilities

Be Fanatically awesome all the time!

Be an active advocate for customer satisfaction

Provide technical excellence t for systems, software, and hardware

Document / Update internal Kbs, SOPs, Wikis

Ask educated questions and listen to customers to determine the root cause of issues

Work through the problem-solving process with customers, empowering them to do the same in the future

Participate in training incoming staff

Report significant and recurring issues

Participate in the After Hours Escalation on-call rotation

Escalation Engineer Requirements and Qualifications

Proven experience as a senior technical engineer, preferably in an MSP Environment

Ability to diagnose and resolve advanced issues

Excellent communication skills

Keen attention to detail, the memory of patterns, and interest in problem-solving

Consistently demonstrate the MyITcrew Core Values and meet standard metrics

Current Microsoft, Azure or cloud computing, CCNA certifications or equivalent

Advanced skills in the management of Active Directory Domain environments

Proficient in networking, for both on-premise and cloud-based networks.

A minimum of 5 Years experience in support and engineering of Windows on-premise and cloud environments

Salary : $90,000 - $110,000

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Technical Account Manager

My It Crew

Brooklyn, NY Full Time

This is a hybrid position that requires you to be able to commute to the Brooklyn office at least 3 days per week. Ready...

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