<p>Ready to Solve, Innovate, and Be the Hero for Our Clients? Join Us at <a href="https://himalayas.app/companies/my-it-crew">My IT Crew</a>.</p><p>At <a href="https://himalayas.app/companies/my-it-crew">My IT Crew</a>, being an engineer isn't about closing tickets, it's about building trust. Since 2016, we've been redefining what it means to deliver IT services, with a focus on empowering people, solving complex problems, and creating a culture where both our clients and team members thrive.</p><h3>Our client satisfaction? A steady 97%.</h3><p>Our toolbox? Always stocked with the latest tech to make your job smoother and our support best-in-class.</p><p>Our culture? One where every voice matters, new ideas are celebrated, and you're more than just a cog in the wheel.</p><p>Now, we're looking for a Support Engineer who is obsessed with problem-solving and delivering an exceptional client experience—someone who is ready to make a real impact.</p><h3>Position: Support Engineer</h3><h3>Location: Remote </h3><h3>Department: Service Delivery</h3><p>Hours: 9 am - 6 pm EST (New York City time zone)</p><h3>What You'll Do</h3><p>As a Support Engineer, you'll be on the front lines, ensuring our clients' technology runs flawlessly. You won't just be fixing things; you'll be a trusted partner. You'll:</p><ul><li>Become the go-to expert for our clients, masterfully troubleshooting everything from Windows devices and Microsoft 365 to network infrastructure and VoIP systems.</li><li>Own client communication, building rapport, managing expectations, and ensuring every interaction ends with a positive outcome.</li><li>Manage your ticket queue with precision, prioritizing effectively and handling warm transfer escalations with a calm, confident approach.</li><li>Contribute to a knowledge base that actually works, creating and refining documentation that empowers the entire team to succeed.</li><li>Act as a liaison between clients and vendors, driving incident resolution and ensuring seamless support from end to end.</li><li>Collaborate across the team in weekly meetings and team-led trainings, helping to drive yourself and the company forward.</li><li>Lead by example, upholding our commitment to accountability, proactive service, and stellar customer support.</li></ul><h3>What You Bring</h3><p>We're looking for a problem-solver who is part tech wizard, part customer champion. You're a proven executor with a "no ego" approach, always willing to help a teammate and drive our collective goals. You'll bring:</p><ul><li>Hands-on expertise in troubleshooting, configuring, and managing Microsoft technologies, including Windows Server, Active Directory, and Group Policies.</li><li>Strong experience with Microsoft 365, Hyper-V, DNS, and DHCP.</li><li>Demonstrated knowledge of advanced networking principles and the ability to troubleshoot firewalls, switches, and Wi-Fi.</li><li>A passion for excellent customer service and a proven ability to build trust and defuse tough sit