Support Engineer - PH

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 Engineer who is obsessed with problem-solving and delivering an exceptional client experience—someone who is ready to make a real impact.

Position: Support Engineer

Location: Remote

Department: Service Delivery

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

What You'll Do

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:

* 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 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.

Why You'll Love It Here

* A culture where you are more than a number. Your voice is heard, and your ideas can directly shape our processes.
* 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.
* A team that listens, learns, and collaborates to win together.

If you're ready to step into a role where your technical skills make a tangible impact and you're valued as a key team member, this is your next move.

Let's talk. My IT Crew isn't just a place to work, it's a place to grow, solve, and thrive.