Remote Escalation Engineer - MSP

This position is fully remote anywhere in the United States. Ready to get off the IT machine and come be part of a team where you are more than a cog in the wheel? My IT Crew is the place where everyone gets a voice and new ideas are welcomed. Sound like this could be your new home? Keep reading….My IT Crew has been a leader in the Managed Service provider space since 2016. We strive for excellence and achieve it.Our clients love us and our satisfaction surveys show it at a consistent 97%We are the team who always “has the cool stuff”, we adopt new tools to make us more efficient and allow us to help our clients with best-in-class supportNo more asking everyone for help, it's right at your fingertips. Having documentation that's actually useful? That's us!We Listen. Our culture of collaborative meetings and weekly team-led training will help YOU drive yourself and the company forward.We are expanding our operations and seeking to grow our team. We have an opening for an Escalation Engineer to join our Service Delivery Team. Escalation Engineer Duties and ResponsibilitiesBe Fanatically awesome all the time!Be an active advocate for customer satisfactionProvide technical excellence t for systems, software, and hardwareDocument/Update internal Kb’s, SOP’s, Wiki’sAsk educated questions and listen to customers to determine the root cause of issuesWork through the problem-solving process with customers, empowering them to do the same in the futureParticipate in training incoming staffReport significant and recurring issuesParticipate in the After Hours Escalation on-call rotationEscalation Engineer Requirements and QualificationsProven experience as a senior technical engineer, preferably in an MSP EnvironmentAbility to diagnose and resolve advanced issuesExcellent communication skillsKeen attention to detail, the memory of patterns, and interest in problem-solvingConsistently demonstrate the MyITcrew Core Values and meet standard metricsCurrent Microsoft, Azure or cloud computing, CCNA certifications or equivalentAdvanced skills in the management of Active Directory Domain environmentsProficient in networking, for both on-premise and cloud-based networks. A minimum of 5+ Years experience in support and engineering of Windows on-premise and cloud environments