Escalation Engineer, Managed Service Provider

Title: Remote Escalation Engineer - MSP

Location: Brooklyn, New York, United States

Department: Support

Job Description:

This position is fully remote anywhere in the United States.

 

Ready to get off the IT machine and come be part of a team where you are more than a cog in the wheel?  My IT Crew is the place where everyone gets a voice and new ideas are welcomed.  Sound like this could be your new home? Keep reading….

 

My IT Crew has been a leader in the Managed Service provider space since 2016. We strive for excellence and achieve it.

• Our clients love us and our satisfaction surveys show it at a consistent 97%
• We are the team who always “has the cool stuff”, we adopt new tools to make us more efficient and allow us to help our clients with best-in-class support
• No more asking everyone for help, it's right at your fingertips. Having documentation that's actually useful? That's us!
• We Listen. Our culture of collaborative meetings and weekly team-led training will help YOU drive yourself and the company forward.

 

We are expanding our operations and seeking to grow our team. We have an opening for an Escalation Engineer to join our Service Delivery Team. 

 

Escalation Engineer Duties and Responsibilities

• Be Fanatically awesome all the time!
• Be an active advocate for customer satisfaction
• Provide technical excellence t 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 Requirements and Qualifications

• Proven experience as a senior technical engineer, preferably in an MSP Environment
• Ability to diagnose and resolve advanced issues
• Excellent communication skills
• Keen attention to detail, the memory of patterns, and interest in problem-solving
• Consistently demonstrate the MyITcrew Core Values and meet standard metrics
• Current Microsoft, Azure or cloud computing, CCNA certifications or equivalent
• Advanced skills in the management of Active Directory Domain environments
• Proficient in networking, for both on-premise and cloud-based networks. 
• A minimum of 5+ Years experience in support and engineering of Windows on-premise and cloud environments