Technical Service Representative II – Managed Services

Job Title:Technical Service Representative II – Managed Services

Work Type:

• Remote/WFH

• Fulltime

Working Hours:8:00 AM ET – 5:00 PM ET

Start Date:ASAP

JOB OVERVIEW:

The Technical Service Representative II - Managed Services role is responsible for ensuring technical support and 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. This role will work on any other initiatives and ongoing projects as assigned in addition to any other duties the Company may assign.

The Technical Service Representative II - Managed Services position will report to the Service Desk Manager.

JOB ROLE & RESPONSIBILITIES:

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.

• 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.

JOB REQUIREMENTS:

Required Skills/Abilities:

• 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

• Any Microsoft Certification is a plus

• VPN

• Firewalls

• Networks (T/S) Experience

• M365

• N-able (highly preferred but would be better if they have experience with this)

• Tier 2 experience

• Microsoft ecosystem, Intune, and networking (technical/infrastructure focus).

Education and Experience:

• High school diploma or equivalent required

• 3-5 years related IT work experience and/or training; or equivalent combination of education and experience preferred.