Technical Service Engineer II
2 weeks ago
About Visory:
Visory is a leading provider of enterprise-grade technology and cybersecurity solutions. Our team of experts helps clients achieve successful digital transformation through our extensive technical knowledge and industry expertise.
Job Summary:
The Technical Service Engineer II – Managed Services role is responsible for delivering exceptional customer service while resolving technical issues in a timely manner. This role will work closely with the Technical Service Leads and Technical Service Team to identify and escalate recurring system issues.
Duties and Responsibilities:
- Provide technical support via email, phone, and chat while achieving target customer satisfaction.
- Use excellent communication and interpersonal skills to resolve customer and system issues.
- Identify recurring customer issues and collaborate with the Technical Service Team to determine permanent resolutions.
- Maintain and update documentation in the ticket system.
- Participate in on-call schedules, including weekends and after-hours.
- Complete assigned training and technical training related to job skills.
Required Skills and 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.
- Proficiency with Remote Monitoring and Management Systems.
- Working knowledge of Windows Command Line interface.
- Networking fundamentals - including VPN/VoIP/ACLs/Security/Compliance.
- 3+ years related IT work experience and/or training; or equivalent combination of education and experience preferred.
Education and Experience:
- High school diploma or equivalent required.
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