Technical Service Engineer II

2 weeks ago


Phoenix, Arizona, United States Visory Full time
Job Title: Technical Service Engineer II

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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