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My IT Crew

Managed Service Provider MSP

Support Escalation Engineer

EngineerEngineerFull TimeRemoteSeniorTeam 51-200Since 2016H1B No SponsorCompany SiteLinkedIn

Location

Philippines

Posted

43 days ago

Salary

$10 - $12 / hour

Seniority

Senior

Job Description

Support Escalation Engineer

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.

Job Requirements

  • 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 tough situations.
  • A track record of creating heavy internal documentation that helps your teammates grow and learn.
  • Experience with Remote Access Solutions like Remote Desktop and RemoteApps.
  • An eagerness to learn and a collaborative spirit—you enjoy helping others move forward.

Benefits

  • Access to world-class tools and documentation that's actually useful, putting solutions at your fingertips.
  • Real opportunities for growth through team-led training and exposure to cutting-edge technology.
  • A company that rewards initiative, values growth, and supports your professional journey.

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Portugal
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