Technical Support Specialist I
Location: Remote in the following states: AZ, CO, FL, GA, ID, IL, KS, KY, ME, MO, MT, NC, NE, NV, NY, PA, TX, UT, VT, WA
About the Role:
Visory is seeking a Technical Support Specialist I to provide front-line technical support while delivering industry-leading customer satisfaction. In this role, you will resolve service requests in alignment with company SLAs, identify recurring issues, and escalate complex problems when necessary. You will serve as a key member of the Service Desk team, delivering high-quality support via phone, email, and chat while maintaining strong documentation and communication standards.
What You Will Be DOING:
- Front-Line Technical Support: Provide exceptional customer service via phone, email, and chat while resolving technical issues and meeting target satisfaction ratings.
- Ticket Triage & SLA Management: Triage, rate, solve, and/or escalate tickets within a 30-minute SLA window, maintaining a call-first mentality to ensure efficient service delivery.
- Troubleshooting & Issue Resolution: Perform basic hardware, software, and network troubleshooting, including user profile issues, printer setup, VPN connectivity, TCP/IP networking, and Remote Desktop configurations.
- Escalation & Root Cause Collaboration: Identify recurring system issues, assist in diagnosing root causes, and collaborate with higher-tier support teams to implement long-term solutions.
- Documentation & Knowledge Sharing: Fully document customer issues, resolutions, and time-to-fix in the ticketing system; update documentation when incomplete or inaccurate.
- Training & Operational Support: Complete assigned training, participate in ongoing initiatives and projects, and assist with on-call rotations, including after-hours or weekend support as needed.
What You Will NEED:
- Technical Foundations: Basic understanding of Active Directory (On-Prem and Azure/O365), Group Policy, RDS/RDP, Citrix fundamentals, Windows desktop/server operating systems, and cloud hosting principles.
- IT Concepts & Troubleshooting: Knowledge of core IT concepts including local vs. domain-joined machines, TCP/IP networking, VPN tunnels, printer configuration, and remote desktop environments.
- Customer Service & Communication: Excellent written and verbal communication skills, strong listening abilities, and the ability to manage frequent inbound calls while proactively following up on tickets.
- Work Style & Adaptability: Goal-oriented, self-motivated, able to multitask in a fast-paced environment, and capable of thinking quickly and precisely under pressure.
- Education & Experience: High school diploma or equivalent required; 2 years of related IT experience or training preferred, or an equivalent combination of education and experience with plans for continued professional development.
What You GET:
- 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.
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. With a team of 150+ professionals, we combine industry expertise with exceptional client support to help organizations stay secure, compliant, and confident in their digital transformation.
Skills Required
- Basic understanding of Active Directory (On-Prem and Azure/O365), Group Policy, RDS/RDP, Citrix fundamentals, Windows desktop/server operating systems, and cloud hosting principles.
- Knowledge of core IT concepts including local vs. domain-joined machines, TCP/IP networking, VPN tunnels, printer configuration, and remote desktop environments.
- Excellent written and verbal communication skills and strong customer service abilities.
- Ability to triage, rate, solve, and/or escalate tickets and meet a 30-minute SLA; maintain documentation in a ticketing system.
- Willingness to participate in on-call rotations and provide after-hours or weekend support as needed.
- High school diploma or equivalent.
- Approximately 2 years of related IT experience or training (preferred) or equivalent combination of education and experience.
- Goal-oriented, self-motivated, able to multitask and perform under pressure.
What We Do
Bex Partners is a talent strategy firm that helps intentional, scaling companies align their people, profit, and potential. The company provides consulting, executive and leadership coaching, organizational design, human-resources guidance, team development, and recruiting services. Its consultants, coaches, and recruiters collaborate with founders and leaders to assess current capabilities, plan for growth, build effective teams, and develop organizational culture sustainably.
