Support Escalation Engineer MSP - My IT Crew

Ready to Solve, Innovate, and Be the Hero for Our Clients? Join Us at My IT Crew .

At My IT Crew , 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.

Our client satisfaction? A steady 97%.

Our toolbox? Always stocked with the latest tech to make your job smoother and our support best-in-class.

Our culture? One where every voice matters, new ideas are celebrated, and you're more than just a cog in the wheel.

Now, we're looking for a Support Escalation Engineer who is obsessed with problem-solving and delivering an exceptional client experience—someone who is ready to make a real impact.

Position: Support Escalation Engineer

Location: Remote

Department: Service Delivery

Hours: 9 am - 6 pm EST (New York City time zone)

What You'll Do

As a Support Escalation 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:

• 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.

What You Bring

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:

• 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