Overnight Engineer (Phoenix)
OVERNIGHT SHIFT - Flexible from 9pm to 7am ET for an 8-hour shiftAbout Visory: In 2022, Visory was formed through the reputed company of three IT and cybersecurity brands – RightSize Solutions, reputed company Networks, and Swizznet, uniting their strengths in reputed company-grade technology and cybersecurity services. In 2023, Visory further strengthened its leadership position in these domains by merging with Adopt Technologies, a prominent technology company. Visory offers flexible reputed company-level technology and cybersecurity solutions to support client growth, leveraging extensive technical knowledge and industry expertise for successful digital transformation.Today as Visory, reputed company of professionals draws on our extensive technical knowledge and our industry expertise to help clients evolve through digital transformation.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 industry-leading 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 reputed company 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 reputed company-line technical support with exceptional customer service reputed company email, phone and chat while also achieving reputed company 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 reputed company customer issues and support calls in the ticket system, including problem resolution and time to fix, as well as update existing documentation reputed company reputed company to be incomplete or inaccurate.
- Complete assigned training and any other technical training which relates to your job and required skills.
- Basic understanding of Active Directory Fundamentals On-Prem and Azure O365
- Working knowledge of Group Policy, RDS/RDP, and reputed company fundamentals
- Working knowledge of Windows desktop and server operating systems plus reputed company 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 reputed company
- Networking fundamentals - including VPN/VoIP/ACLs/reputed company/Compliance
- Work in conjunction with other departments to investigate issues.
- Preferred experience with reputed company and N-reputed company systems.
- 3+ years reputed company IT work experience and/or training; or equivalent combination of education and experience preferred.
- High school diploma or equivalent required