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Form of workJob Description
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 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 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.
- 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 on‐call schedule, including weekends and after‐hours.
- 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 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
- 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.
Education and Experience:
- High school diploma or equivalent required
- 3+ years related IT work experience and/or training; or equivalent combination of education and experience preferred
