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

Aurum Property Partners

Information Desk Attendant - Part-Time Job at Aurum Property Partners

 ...Job type ~ Part-time, on-site Schedule ~ Hours: 7:00 AM - 4:00 PM Wednesday through Friday, with a 30-minute lunch ~16-hours per week ~ Filling in on other days as necessary when others are out on PTO or vacation Key Responsibilities: Greeting... 

Openkyber

IAM Governance Job at Openkyber

 ...Sr. Google Cloud Platform Data engineer /Google Cloud Platform Architect - Atlanta GA-onsite only locals and F2F interview must- with...  .... Implement best practices for data quality, monitoring, and governance. Required Skills and Experience: Bachelor s degree in Computer... 

Fiserv

Senior Application Support Engineer Job at Fiserv

 ...Calling all innovators - find your future at Fiserv. We're Fiserv, a global leader in Fintech and payments, and we move money and information in a way that moves the world. We connect financial institutions, corporations, merchants and consumers to one another millions... 

McKenney's Inc.

Project Engineer Job at McKenney's Inc.

 ...McKenneys is the Southeasts most trusted name in facility construction, operation, and maintenance. For over 75 years, our proven approach...  ...team in Atlanta, Georgia. This exciting role is a 9-12-month entry-level position designed to expose you to McKenneys processes,... 

Vensure Employer Solutions

Journeyman Electrician Traveling - Windsor, CO Job at Vensure Employer Solutions

Position Summary This position is a component of the Electrical and Instrumentation Division of the company and reports directly to the Crew Foreman. Incumbent will provide a full range of responsibilities that include but are not limited to installing, maintaining, and...