My IT Crew

Engineer

• Provide oversight and mentorship to the team in addition to your technical role.
• Suggest and organize team-building activities.
• Ensure team performance and understand on metrics.
• Act as a resource to the rest of the team for rapid decisions and direction.
• Through Root Cause Analysis, discover training needs and provide coaching.

Escalation Engineer

Solutions Engineer

• Lead technical onboarding for new clients
• Design and implement network projects
• Develop comprehensive project work plans
• Maintain accurate project documentation
• Track and report on project KPIs

Senior Project Engineer – Solutions Architect Engineer

Support Engineer

• 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

• 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

• The tech who delivers top-level customer support and enjoys helping people
• Work on tickets from the board sorting by priority
• Provide a great customer experience
• Manage expectations by communicating with the client all relevant information
• Respond to incidents on time
• Resolve incidents efficiently
• Help with information relevant to creating documentation
• Detect patterns that indicate wider and bigger issues

Support Escalation Engineer – MSP

• Lead technical onboarding for clients
• Design and implement network projects
• Collaborate with client success teams
• Document and validate environment details

Senior Project Engineer – Solutions Architect

• 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.

• Review scheduled tickets, confirm tickets are scheduled according to; Client requested schedules, Priority, then total age of ticket.
• Receiving warm transfer escalations from the Rapid Response Team.
• Adhering to scheduled tickets.
• Responding to customers on tickets assigned to them.
• 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.
• Complete daily Time Wrap Entry in Connectwise

• Serve as the subject matter expert for MSP software's and tools
• Provide Tier 2/3 support for internal toolsets used by service desk, NOC, and engineering teams
• Monitor, maintain, and optimize automation platforms and tool stacks (RPA, RMM, PSA, AV, backup, monitoring)
• Develop and maintain custom scripts (PowerShell, Automate scripts, etc.) to improve automation and workflow
• Collaborate with engineering and operations to roll out tool enhancements, updates, and documentation
• Manage integrations between ConnectWise Automate, Control, PSA (Manage), and other third-party solutions
• Perform health checks, audits, and performance reviews of the toolsets to ensure reliability and effectiveness
• Assist with onboarding and tool configuration for new clients
• Document processes, configurations, and troubleshooting guides for internal teams.

Tools Support Engineer

• Lead client onboarding processes and technical assessments
• Design and implement network projects
• Document project scopes and maintain accurate documentation
• Mentor junior engineers and lead project teams

• Deliver top-level customer support and assist with incidents
• Work on tickets from the board sorting by priority
• Provide a great customer experience
• Manage expectations by communicating with the client all relevant information
• Respond to incidents on time
• Resolve incidents efficiently
• Help with information relevant to creating documentation
• Detect patterns that indicate wider and bigger issues