Technical Service Rep II Lead - NYC

Job Summary:

The Visory Technical Service Representative Lead (Tier 2) will serve as the dedicated on-site technical support resource for a key wealth management client in New York City (Midtown). This role provides advanced troubleshooting, escalated issue resolution, and high-quality customer service while acting as the primary technical point of contact for all on-site needs. Working from the client’s office Monday through Friday, the TSR Lead will manage and resolve the client’s support tickets, coordinate with the broader Technical Service Team for escalations, and ensure consistent, reliable IT support.

This position requires strong Tier 2 technical expertise with an emphasis on Azure technologies; Nerdio experience is a plus. While MSP background is beneficial, candidates with solid internal IT support experience will also be considered due to the single-client focus. Only candidates currently in the NYC area will be considered for this role.

Duties/Responsibilities:

• Provide front-line technical support with exceptional customer service both on-site in NYC office and 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.
• Identify recurring customer issues and diagnose root causes, then collaborate with Technical Service Manager and Technical Service Team to determine permanent resolutions and solve tickets in the que.
• 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.
• 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.

Required Skills/Abilities:

• Strong understanding of Active Directory Fundamentals On-Prem and Azure O365
• Working knowledge of Group Policy, RDS/RDP, and Citrix fundamentals
• Expertise in Microsoft Windows desktop and server operating systems plus Cloud hosting principles.
• Knowledge of local printer configurations in Remote VMs & Local On-Prem machines
• Proficiency with Remote Monitoring and Management Systems
• Working knowledge of Windows Command Line interface
• Networking fundamentals - including VPN/VoIP/ACLs/Security/Compliance
• Work in conjunction with other departments to investigate issues.
• 5+ years related IT work experience and/or training; or equivalent combination of education and experience preferred.

Education and Experience:

• Associates' or Bachelor's degree preferred
• Full Azure Suite experience required, Nerdio a plus!
• MS-900 Microsoft 365 Fundamentals Certification, preferred
• CompTIA Network+ Certification, a plus!

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