Visory
Posted 125 days agoVerified live 8h ago
Technical Support Specialist I
Brief overview
Phoenix, AZ, United StatesIn-person
High SchoolOr in progress
Active Directory (On-Prem and Azure/O365)Group PolicyRDS/RDPCitrix fundamentalsWindows desktop/server operating systemsCloud hosting principlesTCP/IP networkingVPN tunnelsPrinter configurationRemote desktop environmentsExcellent written and verbal communication skillsStrong listening abilitiesGoal-orientedSelf-motivated
About the company
Visoryvisory.net
Visory is a provider of robust technology management, cybersecurity and hosting solutions.
Job description
Summary
Visory is a hands-on technology and cybersecurity partner delivering enterprise-grade IT services. They are seeking a Technical Support Specialist I to provide front-line technical support and ensure high customer satisfaction while resolving service requests and collaborating with higher-tier support teams.
Responsibilities
- Provide exceptional customer service via phone, email, and chat while resolving technical issues and meeting target satisfaction ratings
- Triage, rate, solve, and/or escalate tickets within a 30-minute SLA window, maintaining a call-first mentality to ensure efficient service delivery
- Perform basic hardware, software, and network troubleshooting, including user profile issues, printer setup, VPN connectivity, TCP/IP networking, and Remote Desktop configurations
- Identify recurring system issues, assist in diagnosing root causes, and collaborate with higher-tier support teams to implement long-term solutions
- Fully document customer issues, resolutions, and time-to-fix in the ticketing system; update documentation when incomplete or inaccurate
- Complete assigned training, participate in ongoing initiatives and projects, and assist with on-call rotations, including after-hours or weekend support as needed
Skills
- Basic understanding of Active Directory (On-Prem and Azure/O365)
- Group Policy
- RDS/RDP
- Citrix fundamentals
- Windows desktop/server operating systems
- Cloud hosting principles
- Knowledge of core IT concepts including local vs. domain-joined machines
- TCP/IP networking
- VPN tunnels
- Printer configuration
- Remote desktop environments
- Excellent written and verbal communication skills
- Strong listening abilities
- Ability to manage frequent inbound calls while proactively following up on tickets
- Goal-oriented
- Self-motivated
- Able to multitask in a fast-paced environment
- Capable of thinking quickly and precisely under pressure
- High school diploma or equivalent required
- 2 years of related IT experience or training preferred
- An equivalent combination of education and experience with plans for continued professional development
Qualifications
Must Haves
- Basic understanding of Active Directory (On-Prem and Azure/O365)
- Group Policy
- RDS/RDP
- Citrix fundamentals
- Windows desktop/server operating systems
- cloud hosting principles
- Knowledge of core IT concepts including local vs. domain-joined machines
- TCP/IP networking
- VPN tunnels
- printer configuration
- remote desktop environments
- Excellent written and verbal communication skills
- strong listening abilities
- ability to manage frequent inbound calls while proactively following up on tickets
- Goal-oriented
- self-motivated
- able to multitask in a fast-paced environment
- capable of thinking quickly and precisely under pressure
- High school diploma or equivalent required
Nice to Haves
- 2 years of related IT experience or training preferred
- an equivalent combination of education and experience with plans for continued professional development
Benefits
- Competitive compensation and benefits package (including 401k).
- Professional development and certification opportunities.
- Exposure to diverse client environments and advanced networking projects.
- A collaborative and client-focused work culture.
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