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Technical Service Representative I

4 months ago

Phoenix, United States Visory Full time
Job DescriptionJob DescriptionAbout Visory:
In 2022, Visory was formed through the merger of three IT and cybersecurity brands – RightSize Solutions, True North Networks, and Swizznet, uniting their strengths in enterprise-grade technology and cybersecurity services. In 2023, Visory further strengthened its leadership position in these domains by merging with Adopt Technologies, a prominent technology company. Visory offers flexible enterprise-level technology and cybersecurity solutions to support client growth, leveraging extensive technical knowledge and industry expertise for successful digital transformation.

Today as Visory, our team of professionals draws on our extensive technical knowledge and our industry expertise to help clients evolve through digital transformation.

Job Summary:
The Technical Service Representative I - Hosting role is responsible for ensuring technical support and customer service requests are resolved in a timely manner while achieving industry‐leading customer satisfaction scores. The role is also responsible for assisting in the identification and escalation of recurring system issues. This role will work on any other initiatives and ongoing projects as assigned in addition to any other duties the Company may assign. The Technical Service Representative I - Hosting position will report to the Service Desk Manager.

Duties/Responsibilities:
▪ Provide front‐line technical support with exceptional customer service via email, phone and chat while also achieving target customer satisfaction on assigned tickets.
▪ Use excellent communication and interpersonal skills to ensure that customer and system issues are resolved in a timely fashion.
▪ Fully document all customer issues and support calls in the ticket system, including problem resolution and time to fix, as well as update existing documentation when found to be incomplete or inaccurate.
▪ Identify recurring customer issues and work to diagnose root causes, then collaborate with Support Team to determine permanent resolutions and solve tickets in the que.
▪ May maintain and participate in on‐call schedule, including weekends and after‐hours.
▪ Complete assigned training and any other technical training which relates to your job and required skills.
▪ Assist with dispatch duties as assigned.

Required Skills/Abilities:
▪ Basic understanding of Active Directory Fundamentals On‐Prem and Azure O365
▪ Working knowledge of Group Policy, RDS/RDP, and Citrix fundamentals
▪ Working knowledge of Windows desktop and server operating systems plus Cloud hosting principles
▪ Knowledge of local printer configurations in Remote VMs & Local on‐prem machines

Education and Experience:
▪ High school diploma or equivalent required
▪ 1 year related IT work experience and/or training; or equivalent combination of education and experience preferred.