Technical Service Representative

About the Role:

Visory is looking for a new Technical Service Representative to join our growing help desk! You will be responsible for ensuring customer service requests are resolved efficiently while maintaining industry-leading satisfaction scores. Reporting to the Service Desk Manager, you’ll provide front-line technical support via email, phone, and chat, leveraging your expertise in Microsoft environments, networking, and remote management systems to troubleshoot complex on-premises and cloud issues. You’ll also assist in identifying recurring problems, diagnosing root causes, and implementing long-term solutions that enhance reliability and user experience.

In this hands-on service role, you’ll aid the Technical Service team in resolving complex issues, maintain thorough documentation, and collaborate across departments to address technical challenges. You’ll participate in on-call rotations, pursue ongoing technical training, and use your strong communication and interpersonal skills to deliver exceptional support and continuous improvement in our managed services operations.

What You Will be DOING:

• Technical Support & Customer Service: Provide front-line technical support via email, phone, and chat while achieving target customer satisfaction scores; use excellent communication and interpersonal skills to ensure timely and professional issue resolution.
• Issue Diagnosis & Resolution: Identify recurring customer issues, perform root cause analysis, and collaborate with Technical Service Leads and team members to implement permanent fixes; work proactively to resolve tickets efficiently and prevent future occurrences.
• Documentation & Knowledge Management: Accurately document all customer issues and support calls in the ticketing system, including problem details, resolutions, and time to fix; review and update existing documentation to ensure accuracy and completeness.
• Availability & On-Call Responsibilities: Participate in the on-call rotation, including weekends and after-hours coverage, to provide timely support and maintain service continuity for clients.
• Professional Development & Continuous Improvement: Complete assigned and ongoing technical training to maintain current knowledge of tools, systems, and best practices; contribute to process improvements and knowledge sharing within the team.

What you NEED:

• Technical Expertise: Strong understanding of Active Directory fundamentals (On-Prem and Azure O365) with expertise in Microsoft Windows desktop and server operating systems, as well as cloud hosting principles. Previous experience with MacOS/iOS management and troubleshooting.
• Systems Administration & Virtualization: Working knowledge of Group Policy, RDS/RDP, and Citrix fundamentals; proficiency in configuring and managing local printers within Remote VMs and on-prem environments.
• Monitoring, Troubleshooting & Command Line Proficiency: Skilled in using Remote Monitoring and Management (RMM) systems and comfortable working within the Windows Command Line interface to diagnose and resolve complex technical issues.
• Networking & Security Fundamentals: Solid understanding of networking concepts including VPN, VoIP, ACLs, security protocols, and compliance standards to ensure secure and efficient system performance.
• Collaboration & Experience: Demonstrated ability to work effectively across departments to investigate and resolve technical issues; 5+ years of related IT work experience and/or training, or an equivalent combination of education and experience.

Education and Experience:

• Microsoft 365 Certified: Fundamentals (MS-900) – Recommended but not required if proficient with Microsoft Office products.
• Azure Fundamentals (AZ-900) – Required within the first 6 months, 12 months if exceptions are required.
• ITILv4 Foundation – Recommended but not required.

About Visory:

Visory is a hands-on technology and cybersecurity partner delivering enterprise-grade IT services, compliance support, and managed infrastructure to financial, accounting, construction, and other growing businesses.

Backed by a team of over 150 professionals, Visory combines deep industry expertise with excellent client support to keep clients secure, compliant, and running smoothly. The company empowers clients to confidently navigate digital transformation with proactive, thoughtful solutions.