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Managed Services Technical Support Engineer
2 months ago
About Visory:
Visory was established through the unification of three leading IT and cybersecurity brands, bringing together their expertise in providing top-tier technology and cybersecurity services. The company has further enhanced its position in the industry by merging with a well-known technology firm, thereby expanding its capabilities to deliver flexible, enterprise-level technology and cybersecurity solutions that foster client growth through extensive technical knowledge and industry experience.
Position Summary:
The Managed Services Technical Support Engineer is tasked with ensuring that customer service inquiries are addressed promptly while maintaining exceptional customer satisfaction ratings. This role involves collaborating with Technical Service Leads and the Technical Service Team to troubleshoot and resolve intricate issues, as well as identifying and escalating recurring system challenges. Additional responsibilities may include participation in ongoing projects and other duties as assigned by the management.
Key Responsibilities:
- Deliver front-line technical assistance with outstanding customer service through various communication channels while meeting customer satisfaction targets on assigned tickets.
- Utilize strong communication and interpersonal skills to ensure timely resolution of customer and system-related issues.
- Identify and analyze recurring customer problems, collaborating with the Technical Service Leads and Team to develop permanent solutions and effectively manage ticket queues.
- Thoroughly document all customer interactions and support calls in the ticketing system, including problem resolution details and time taken to resolve, while updating existing documentation as necessary.
- Participate in the on-call rotation, which may include weekends and after-hours support.
- Complete required training and any additional technical education pertinent to the role.
Required Skills and Qualifications:
- Fundamental understanding of Active Directory, both On-Prem and Azure O365.
- Proficient knowledge of Group Policy, RDS/RDP, and Citrix fundamentals.
- Familiarity with Windows desktop and server operating systems, as well as cloud hosting principles.
- Understanding of local printer configurations in both Remote VMs and local on-premises machines.
- Experience with Remote Monitoring and Management Systems.
- Basic knowledge of Windows Command Line interface.
- Networking fundamentals, including VPN, VoIP, ACLs, Security, and Compliance.
- Ability to collaborate with other departments to investigate and resolve issues.
- A minimum of 3 years of relevant IT experience or training, or an equivalent combination of education and experience is preferred.
Education:
- A high school diploma or equivalent is required.
