Services Technician Sr (Night Shift)

Requisition Number: 96739 

BASIC FUNCTION

Position Overview

The Sr. Technician will investigate, troubleshoot, and respond to all support requests with the goal of restoring or fulfilling IT services for end users in the most efficient manner available. This role will require experience supporting enterprise applications, network connectivity, desktop infrastructure, operating systems, software, hardware, and peripherals. The Technician must be a self-starter and able to work independently.  The Technician is expected to respond to end users requests via phone, email, and Microsoft Teams in a timely and professional manner. The Technician must be able to professionally, and effectively communicate with the user over the phone, email and Microsoft Teams and provide detailed documentation about the encounter.

What you'll do at Insight

• Provide excellent customer experience in support of incident, and request management for IT services

• Tier 2 support of end user IT services.
• Troubleshoot and repair hardware and software issues on multiple operating systems
• Provide remote technical support using tools for standard configurations of workstations, laptops, operating systems, software, hardware, printers, and peripherals
• Assist in system upgrades and maintenance, including, but not limited to, add and/or remove memory, hard drives, video cards and power supplies
• Deploy software and system images for multiple OS and hardware standards
• Schedule and implement regular patching to the desktop infrastructure in coordination with IT engineering and information security teams
• Configuring and support various mobile device platforms
• Work to develop an understanding of standard issues and assist in the creation and maintenance of technical documentation and processes
• Follow all company policies, procedures, and standards, as aligned
• Performs other responsibilities associated with this position as may be appropriate and assigned
• Follow policies and procedures outlined by the client and team leadership

What you'll need to join Insight

• Minimum 3 years’ experience supporting end users, or a combination of education, training, and work experience
• Proven team player with outstanding interpersonal and communication (written & oral) skills
• A strong understanding of the principles of IT service operations processes: incident management, problem management, request fulfilment, access management, asset management, etc.
• Experience in working with managed service providers for IT operations support
• Experience with Microsoft Windows and Microsoft Office365 (macOS and Windows)
• Demonstrated experience in working within a global organization
• Experience with Ticket management using ServiceNow
• Organized and customer focused
• Experience with BeyondTrust Representative Console preferred; experience with remote access tool required
• Experience with VmWare Horizon Virtual Client preferred
• The ideal candidate must be able to develop relationships with all levels of customers within the business (individual contributor to c-suite)

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.