Operations Support Engineer

Requisition Number: 97007 

Position Overview

This is an internal IT Operations role responsible for level 2 support and administration of Insight’s internal IT infrastructure. 

What you’ll do at Insight

• Perform 2nd level diagnosis and troubleshooting for infrastructure support issues.
• Utilize ITSM platform to manage and log all support issues.
• Provide backup support to all level 1 responsibilities by monitoring shared mailboxes, Microsoft Teams, and other communication methods used by other teams to report IT incidents to the IT Operations Team.
• Participate as a backup to the level 1 team in the phone support queue leveraged by other IT teams to report infrastructure issues.
• Complete various IT MACD type requests.
• Create and maintain IT support documentation including knowledgebase articles.
• Escalate and track major infrastructure incidents.
• Assist other IT towers with infrastructure maintenance activities including systems patch management.
• Follow problem management processes to identify and resolve IT infrastructure problems in the environment.
• Provide project assistance as needed with other IT towers.
• Mentor Operations Support Technicians to assist with skills development.

What you’ll need to join Insight

• 1 year of experience working in an IT event handling/NOC role with intermediate proficiency
• 2 years of technical phone support experience with intermediate proficiency
• 3 years of experience working with ITSM tools with intermediate proficiency
• 2 year of vendor ticket management experience with intermediate proficiency
• 2 years of experience working in an IT support or administration role with intermediate proficiency
• 3 years of experience supporting at least two of the following technologies:
  • Windows server management
  • Linux Server management
  • VMWare virtualization management
  • Storage management
  • Network management
  • Cisco VOIP management
• 2 years of basic network support experience
• Cisco, CompTIA, or Microsoft certification preferred
• ITIL Framework certification preferred
• Bachelor’s Degree in Computer engineering and other computer related studies, ECE or IT related field, from four-year College or University preferred.

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

About Insight

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

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.

Insight Manila Location: 10F-11F Robinsons Cyber Omega, Pearl Drive, Ortigas Center, Pasig City, Metro Manila, Philippines 1605.