Escalation Engineer – MSP

This is a fully remote position, open to applicants in New York.

📋 Description

• Consistently embody a fanatical commitment to excellence!

• Actively promote customer satisfaction at all times.

• Deliver outstanding technical expertise for systems, software, and hardware.

• Maintain and update internal knowledge bases, standard operating procedures, and wikis.

• Inquire thoughtfully and listen attentively to customers in order to identify the root causes of issues.

• Collaborate with customers through the problem-solving process, enabling them to handle similar challenges independently in the future.

• Engage in training new staff members.

• Document and report significant and recurring issues.

• Take part in the after-hours escalation on-call rotation.

⛳️ Requirements

• Demonstrated experience as a senior technical engineer, ideally in a managed service provider (MSP) environment.

• Proven ability to diagnose and resolve complex technical issues.

• Exceptional communication skills.

• Strong attention to detail, adept pattern recognition, and a passion for problem-solving.

• Regularly exemplify the MyITcrew Core Values and achieve standard performance metrics.

• Valid Microsoft, Azure, or cloud computing, CCNA certifications, or equivalent qualifications.

• Advanced proficiency in managing Active Directory Domain environments.

• Skilled in networking for both on-premise and cloud-based infrastructures.

• At least 5+ years of experience in supporting and engineering Windows environments, both on-premise and in the cloud.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health, dental, and vision insurance.

• Opportunities for professional development and continuous learning.

• Flexible work hours and remote work options.

• Supportive team culture with regular team-building activities.