Technical Service Representative II – Managed Services
United States, 8:00 AM ET – 5:00 PM ETFull-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- 3-5 years related IT work experience and/or training
- Required Skills
- CitrixNetworking
Requirements
- Proficient with 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
- VPN
- Firewalls
- Networks (T/S) Experience
- M365
- N-able (highly preferred)
- Tier 2 experience
- Microsoft ecosystem, Intune, and networking (technical/infrastructure focus)
- High school diploma or equivalent required
- 3-5 years related IT work experience and/or training; or equivalent combination of education and experience preferred
Responsibilities
- Provide front‐line 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.
- 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.
- Identify recurring customer issues and work to diagnose root causes, then collaborate with the Support Team to determine permanent resolutions and solve tickets in the queue.
- May maintain and participate in on‐call schedule, including weekends and after‐hours.
- Complete assigned training and any other technical training which relates to your job and required skills.
- Assist with dispatch duties as assigned.
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