MSP- Support Escalation Engineer, PH
Ready to Solve, Innovate, and Be the Hero for Our Clients? Join Us at My IT Crew. At My IT Crew, being an engineer isn't about closing tickets, it's about building trust. Since 2016, we've been redefining what it means to deliver IT services, with a focus on empowering people, solving complex problems, and creating a culture where both our clients and team members thrive. Our client satisfaction? A steady 97%. Our toolbox? Always stocked with the latest tech to make your job smoother and our support best-in-class. Our culture? One where every voice matters, new ideas are celebrated, and you're more than just a cog in the wheel. Now, we're looking for a Support Escalation Engineer who is obsessed with problem-solving and delivering an exceptional client experience—someone who is ready to make a real impact. Position: Support Escalation Engineer Location: Remote Department: Service Delivery Hours: 9 am - 6 pm EST (New York City time zone)
What You'll Do
As a Support Escalation Engineer, you'll be on the front lines, ensuring our clients' technology runs flawlessly. You won't just be fixing things; you'll be a trusted partner. You'll: Become the go-to expert for our clients, masterfully troubleshooting everything from Windows devices and Microsoft 365 to network infrastructure and VoIP systems. Own client communication, building rapport, managing expectations, and ensuring every interaction ends with a positive outcome. Manage your ticket queue with precision, prioritizing effectively and handling warm transfer escalations with a calm, confident approach. Contribute to a knowledge base that actually works, creating and refining documentation that empowers the entire team to succeed. Act as a liaison between clients and vendors, driving incident resolution and ensuring seamless support from end to end. Collaborate across the team in weekly meetings and team-led trainings, helping to drive yourself and the company forward. Lead by example, upholding our commitment to accountability, proactive service, and stellar customer support. What You Bring We're looking for a problem-solver who is part tech wizard, part customer champion. You're a proven executor with a "no ego" approach, always willing to help a teammate and drive our collective goals. You'll bring: Hands-on expertise in troubleshooting, configuring, and managing Microsoft technologies, including Windows Server, Active Directory, and Group Policies. Strong experience with Microsoft 365, Hyper-V, DNS, and DHCP. Demonstrated knowledge of advanced networking principles and the ability to troubleshoot firewalls, switches, and Wi-Fi. A passion for excellent customer service and a proven ability to build trust and defuse tough situations. A track record of creating heavy internal documentation that helps your teammates grow and learn. Experience with Remote Access Solutions like Remote Desktop and RemoteApps. An eagerness to learn and a collaborative spirit—you enjoy helping others move forward. Why You'll Love It Here A culture where you are more than a number. Your voice is heard, and your ideas can directly shape our processes. Access to world-class tools and documentation that's actually useful, putting solutions at your fingertips. Real opportunities for growth through team-led training and exposure to cutting-edge technology. A company that rewards initiative, values growth, and supports your professional journey. A team that listens, learns, and collaborates to win together. If you're ready to step into a role where your technical skills make a tangible impact and you're valued as a key team member, this is your next move. Let's talk. My IT Crew isn't just a place to work, it's a place to grow, solve, and thrive.