My IT Crew

Systems Engineer

• 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.

Systems Support Engineer

Solutions Engineer

• Client Solution Strategy & Architecture (Primary Responsibility)
• Working alongside the Account Management team, you serve as the technical leader throughout the sales process.
• You lead technical discovery, identify business and technical requirements, and design secure, scalable solutions that solve the client's business challenges.
• You develop solution architectures, scopes of work, implementation plans, and technical proposals, partnering with the Account Manager to present recommendations and move opportunities forward.
• You join client-facing meetings alongside the Account Management team to ensure the technical aspects of every solution are clearly communicated, client questions are answered with authority, and nothing is lost in translation between the client, the business conversation, and delivery.
• Once a solution is approved, Service Delivery assumes ownership for implementation while remaining aligned to the architecture you've established.
• Success is measured by high client acceptance of proposed solutions, technically sound designs, profitable projects, and trusted advisor relationships with both clients and internal teams.
• Technical Leadership & Standards
• Working closely with the CTO, you lead the development and continuous evolution of the technical standards that guide how MYITCREW designs, delivers, and supports client environments.
• This includes developing reference architectures, evaluating emerging technologies, recommending strategic vendors, and establishing best practices across our technology stack.
• You ensure our solutions remain secure, scalable, repeatable, and aligned with both client needs and the company's long-term technology strategy.
• Delivery Enablement
• You ensure every solution is positioned for successful delivery.
• Working closely with the Service Delivery team, you provide the technical guidance, documentation, and architectural oversight needed for seamless client onboarding and implementation.
• While Service Delivery owns execution, you remain engaged to answer complex technical questions, clarify design decisions, and ensure the delivered solution aligns with the architecture that was sold.
• Technical Escalations
• You serve as the senior technical resource for complex client environments and engineering challenges that fall outside standard procedures.
• When significant technical issues arise, you provide architectural guidance, help identify long-term solutions, and participate in Root Cause Analysis for systemic or recurring issues.
• Your focus is not simply resolving today's problem, but improving the underlying architecture to prevent it from happening again.
• Innovation & AI
• You help shape the future of our technical practice by identifying opportunities to improve how we deliver services. This includes evaluating emerging technologies, developing new service offerings, improving solution design processes, and leveraging automation and AI to increase efficiency for both MYITCREW and our clients.
• Your goal is to ensure we remain innovative, practical, and consistently ahead of the market.

Senior Solutions Architect

Account Executive

• Serve as the single point of accountability for assigned clients
• Own the client relationship at every level of the organization
• Lead recurring Strategic Business Reviews (SBRs)
• Build annual IT roadmaps tied to each client’s operational goals
• Anticipate client needs through data and relationship cues
• Identify and close expansion opportunities
• Quote and scope solutions in partnership with the Solutions Architect
• Own the lifecycle calendar for each account
• Present lifecycle and budget updates as part of roadmap conversations
• Serve as the non-technical escalation point for service concerns

Client Success Executive

Infrastructure Engineer

• Design, plan, and deliver complex IT projects
• Ensure projects are delivered according to best practices
• Lead technical onboarding, discovery, and environment assessments for new clients
• Standardize client environments for MSP best practices
• Create scopes of work, estimates, and project work plans
• Execute projects according to approved plans and standards
• Track project progress, hours, and scope alignment
• Design and implement network, server, cloud, and migration projects
• Maintain accurate project documentation, diagrams, and ticket notes

Senior Infrastructure Project Engineer

Support Engineer

• Become the go-to expert for our clients.
• Own client communication, building rapport, managing expectations.
• Manage your ticket queue with precision.
• Contribute to a knowledge base that actually works.
• Act as a liaison between clients and vendors.
• Collaborate across the team in weekly meetings and team-led trainings.
• Lead by example, upholding our commitment to accountability and stellar customer support.

Tier 3 Technical Support Engineer

IT Support

• Ensure our clients' technology runs flawlessly
• Become the go-to expert for our clients, 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.

IT Support Specialist

IT Systems Specialist

Support IT Engineer, DR

• Be an active advocate for customer satisfaction
• Provide technical excellence for systems, software, and hardware
• Document/Update internal Kb’s, SOP’s, Wiki’s
• 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

Senior Systems Engineer

Full-stack Engineer

• Lead technical onboarding and assessments for new clients
• Standardize client environments according to best practices
• Design technical solutions and create project work plans
• Execute projects as per approved standards and document progress
• Deliver secure and scalable network solutions
• Mentor junior engineers and enhance collaboration across teams

Senior Project Engineer – MSP

• Be Fanatically awesome all the time!
• Be an active advocate for customer satisfaction
• Provide technical excellence for systems, software, and hardware
• Document/Update internal Kb’s, SOP’s, Wiki’s
• 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

Senior Support Engineer – MSP

IT Engineer, MSP – Support

• Become the go-to expert for our clients, masterfully troubleshooting Windows devices and Microsoft 365.
• Own client communication, building rapport, and managing expectations.
• Manage your ticket queue with precision, prioritizing effectively and handling warm transfer escalations.
• Contribute to a knowledge base, creating and refining documentation.
• Act as a liaison between clients and vendors, driving incident resolution.
• Collaborate across the team in weekly meetings and trainings, helping drive the company forward.
• Uphold accountability, proactive service, and stellar customer support.