Technical Service Engineer II - Managed Services Job at Visory, Phoenix, AZ

RXJhZkJncUZKR3NVeW1MeXo0NjVmM3BuQ0E9PQ==
  • Visory
  • Phoenix, AZ

Job Description

Job Summary: 

The Technical Service Engineer II Managed Services role is responsible for ensuring customer service requests are resolved in a timely manner while achieving industryleading customer satisfaction scores. The role is also responsible for assisting in the identification and escalation of recurring system issues. The role will work with the Technical Service Leads and Technical Service Team to resolve complex issues. This role will work on any other initiatives and ongoing projects as assigned in addition to any other duties the Company may assign. This position will report to the Service Desk Manager. 

Duties/Responsibilities: 
  • Provide frontline 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. 
  • Identify recurring customer issues and diagnose root causes, then collaborate with Technical Service Leads and Technical Service Team to determine permanent resolutions and solve tickets in the que. 
  • 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. 
  • Maintain and participate in oncall schedule, including weekends and afterhours. 
  • Complete assigned training and any other technical training which relates to your job and required skills. 

Required Skills/Abilities: 
  • Basic understanding of Active Directory Fundamentals OnPrem 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 onprem machines 
  • Proficiency with Remote Monitoring and Management Systems 
  • Working knowledge of Windows Command Line interface 
  • Networking fundamentals - including VPN/VoIP/ACLs/Security/Compliance 
  • Work in conjunction with other departments to investigate issues. 
  • 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 

Job Tags

Permanent employment, Work experience placement, Local area, Remote job,

Similar Jobs

City and County of San Francisco

Transit Power Line Worker - SF Municipal Transportation Agency Job at City and County of San Francisco

 ...line work in the installation, maintenance, and repair of transit power systems including trolley overhead contact wires, poles,...  ...weather; may be required to work overtime; this is a 7 day / 24 hour operation. Qualifications Education : Completion of a State... 

Landry's Corporate Office

Project Controller Job at Landry's Corporate Office

 ...Ability to work collaboratively and interact effectively with departments across the organization. Excellent written and verbal communication skills. Proficient in Microsoft Excel and Word. Prior experience communicating with upper management and handling issues... 

SGS Consulting

Administrative Assistant Job at SGS Consulting

 ...Work collaboratively as part of a team in a medical office setting. Skills: Proficiency with Outlook, Teams, Excel, Word, and other Microsoft Office applications. Ability to use electronic medical record (EMR) systems (preferred but not required). Education... 

Lighthouse

Director of Real Estate Development & Construction Management Job at Lighthouse

Description: describes the general nature and level of work performed by employees assigned to this position. It should not be construed as an exhaustive list of all required duties, responsibilities, and skills. Lighthouse is an equal opportunity employer, and does not...

Laborup

Mechanical Design Engineer (Boating) Job at Laborup

 ...lead the development of high-performance hulls, decks, and structural components for our next generation of tournament-ready sport fishing boats. This is a hands-on engineering role focused on both hull, deck, and small parts design and development and the integration of...