Support Escalation Engineer

My IT Crew

Windows Support Engineer ensuring flawless technology operation and client satisfaction at My IT Crew. Troubleshooting Microsoft technologies and building client relationships in a remote work environment.

Posted 5/24/2026full-timeRemote • 🇵🇭 PhilippinesMid-LevelSenior💰 $10 - $12 per hourWebsite

Tech Stack

Tools & technologies

DNSFirewallsVoIP

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

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.

Benefits

Comp & perks

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.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

troubleshootingconfiguringmanagingWindows ServerActive DirectoryGroup PoliciesMicrosoft 365Hyper-VDNSDHCP

Soft Skills

client communicationbuilding rapportmanaging expectationscalm approachcreating documentationcollaborationleadershipaccountabilityproactive servicecustomer support