My IT Crew

Support 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.

• 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.

Support Engineer, SA

Engineer

Support Escalation Engineer

• 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

Escalation Engineer – MSP

IT Support

• Ensure our clients' technology runs flawlessly.
• Become the go-to expert for our clients, troubleshooting Windows devices and Microsoft 365.
• Own client communication, building rapport and managing expectations.
• Manage ticket queue, prioritizing effectively and handling warm transfer escalations.
• Contribute to a knowledge base, creating and refining helpful documentation.
• Act as a liaison between clients and vendors for incident resolution.
• Collaborate across the team in meetings and trainings, driving forward accountability and customer support.

Support Engineer

Support Engineer, SA

Support Escalation Engineer

Escalation Engineer – MSP

Support IT Engineer, SA