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Sr. Support Engineer

Mandaluyong City, PH

Requisition Number: 83199 

Position Overview

Sr. Support Engineer serves as frontline technical resources for Insight customers via voice, email, and web. They deliver unique value by collaboratively and reactively solving customer problems, providing proactive support advice, contributing to product quality and enhancements, and creating self-help assets to broadly reach more customers.

 

You will be part of a team responsible for providing an outstanding technical support experience to our business customers. From problem identification to full resolution, you will own and manage the customer experience. When needed, you will collaborate with others to engage subject matter experts, Engineering (Product Groups) or Management.

 

Your day-to-day job will be about providing both technical expertise (either on your own or by involving your colleagues) and about being an excellent communicator and a service-oriented professional. You will be given the opportunity to become a subject matter expert in one or more areas and receive guidance and mentorship from your colleagues.

 

What you will do at Insight

  • Responsible for the customer support experience with Insight
  • Own, troubleshoot and solve customer technical issues, using collaboration, troubleshooting best practices and transparency within and across teams
  • Own, work and resolve incident requests to product group/engineering group
  • Provide assistance, knowledge sharing, technical coaching and mentoring within team
  • Drive technical collaboration & engagement outside of Product Engineering teams/Services/Support/Regions
  • Lead or participate in building communities with peer delivery roles; maybe workload or specialty-specific

 

What you will need to join Insight

  • Fluency - spoken and written English (including technical writing)
  • Strong collaboration and communication skills with cross-team problem-solving abilities
  • Ability to perform multiple tasks during shorts periods of time, excellent time and stress management skills
  • 3+ years of experience supporting Microsoft 365 environments at an enterprise scale
  • 3+ years prior product/technical support customer-facing experience
  • Knowledge of mainstream Office 365 technologies (Teams, SharePoint, Exchange Online, Azure Active Directory, etc.)
  • Experience working with Windows Server, Active Directory, Azure AD Connect, Active Directory Federation Services
  • Strong knowledge of Windows Client/Server and related Cloud services
  • Windows Operating Systems Concepts – Active Directory, Security, OS Internals
  • Experience creating/executing PowerShell scripts

 

 Preferred Qualifications:

  • Active Microsoft certifications (Microsoft 365, Azure, Windows Server, etc)
  • Experience with Azure Virtual Desktop (AVD, formally Windows Virtual Desktop)
  • Exposure to Windows 365 (aka Cloud PC)
  • Experience with Intune/Autopilot endpoint device configuration and app deployment
  • Experience in Microsoft WSUS, SMS, SCCM, Intune, and Autopilot

 

Experience in any of these areas would be desirable:

  • Basic SQL Server Administration concepts
  • Troubleshooting experience with Office 365 Modern Authentication
  • Virtualization concepts and virtual system administration
  • Hyper-V configuration and administration
  • Security-related experience in 365, Azure, Windows Server, and other Microsoft technologies
  • IAM (Active Directory, LDAP, ADFS, SSO configuration, Azure Identity Protection, Identity Management, O365 Identity, Azure MFA)
  • Windows System Administration, Certificates, PKI, DNS, Networking, Windows server roles

The position described above provides a summary of some the job duties required and what it would be like to work at Insight. For a comprehensive list of physical demands and work environment for this position, click here.

 

Today, every business is a technology business. Insight Enterprises, Inc. empowers organizations of all sizes with Insight Intelligent Technology Solutions™ and services to maximize the business value of IT. As a Fortune 500-ranked global provider of digital innovation, cloud/data center transformation, connected workforce, and supply chain optimization solutions and services, we help clients successfully manage their IT today while transforming for tomorrow. From IT strategy and design to implementation and management, our 11,000 teammates help clients innovate and optimize their operations to run smarter. Discover more at insight.com 

  • Founded in 1988 in Tempe, Arizona
  • 11,000+ teammates in 19 countries providing Insight Intelligent Technology Solutions™ for organizations across the globe
  • $8.3 billion in revenue in 2020
  • Ranked #409 on the Fortune 500, #15 on the CRN Solution Provider 500, 2020 CRN Innovator of the Year Award
  • 2020 Intel Innovation Partner of Year, 2020 Microsoft U.S. Partner of the Year and Worldwide Customer Experience Partner of the Year
  • Ranked #7 on the 2021 Fortune World's Most Admired Companies (Information Technology Services industry), #70 on the Fortune 100 Best Workplaces for Diversity, #296 on Forbes World's Best Employers (#27 within IT), and #5 on the Phoenix Business Journal 2020 list of Best Places to Work
  • Signatory of the United Nations (UN) Global Compact and Affiliate Member of the Responsible Business Alliance

 

Today's talent leads tomorrow's success. Learn about careers at Insight: jobs.insight.com

 

Insight is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation or any other characteristic protected by law.

 

 


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