Key Facts

Remote From:

Full time

Mid-level (2-5 years)

English

Hard Skills

Device Management Active Directory Microsoft Azure Microsoft Operating Systems Cloud Computing Microsoft Operating Systems Network Printers Citrix Systems Network Troubleshooting Virtual Private Networks (VPN) Root Cause Analysis Group Policy Dispatch Coordination Help Desk Support Help Desk Support Firewall Remote Desktop Services Internal Documentation

Other Skills

•
Troubleshooting (Problem Solving)
•
Collaboration
•
Communication
•
Customer Service
•
Social Skills
•
Problem Solving

Roles & Responsibilities

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
Experience with N-able (highly preferred)

Requirements:

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.

Gabtech Global, LLC

About Gabtech Global, LLC

We are the enabler. We help entrepreneurs, professionals, and coaches grow their businesses by providing live human support to perform daily tasks that can be outsourced at a lower rate instead of them doing the tasks themselves. Whether you are a business owner, a fitness coach, a life coach, a business consultant, a hobbyist, a musician or whatever it is you want to teach to the world, we can help you develop your brand and put your contents in one digital platform and promote it to the world where people around the globe can consume your contents for a fee. We will help you make money while you sleep. We are a team of diverse specialists focused on helping entrepreneurs, coaches, and professionals multiply their time, provide access to different types of talents while saving money on labor cost. We're located at 17505 N 79th Ave Ste 210 Glendale AZ 85308

Founded: 2018

Company size: 51 - 200

Website LinkedIn See all jobs →

Job description

This is a remote position.

**PLEASE CAREFULLY READ ALL THE DETAILS BEFORE APPLYING***

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.