My IT Crew

• 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.

• As a Windows Support Engineer, you'll be on the front lines, ensuring our clients' technology runs flawlessly. • 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.

• Lead technical onboarding for new clients including discovery, documentation, and environment assessments • Design and implement network projects, including upgrades and migrations • Develop comprehensive project work plans for all project types • Execute projects following approved work plans, checklists, and procedures

• A Support Engineer will start of the day with: Review scheduled tickets, confirm tickets are scheduled according to; Client requested schedules, Priority, then total age of ticket. • Throughout the day a Support Engineer will be responsible for: Adhering to scheduled tickets. Responding to customers on tickets assigned to them. • At the end of the day a Support Engineer will: Review their schedule. Ensure all tickets assigned to them have been responded to. Reply or call back on any newly assigned or customer-responded tickets. Check for tickets in "Remediation" status that they are the Owner of to complete all QA follow-up requests.