Services Technician Sr

Requisition Number: 98592 

Location: This is an Hybrid opportunity of working onsite for Once (1) a week until further notice. Our office location is at 10th and 11th Floor Robinsons Cyber Omega, Pearl Drive, Ortigas Center, Pasig City, Metro Manila, Philippines 1605

Now is the time to bring your expertise to Services Technician Sr. role for a Fortune 500 Solutions Integrator where success and fulfillment go hand in hand. You will be at the forefront of helping businesses transform their cloud, data, AI, cybersecurity, and analytics to ensure they are future-ready.

As a Services Technician Sr. with Insight, you will be reporting to the Team Lead, ECC team, your focus will be to provide hands-on Level 1 & 2 support for our customer's computing environment.  You will be responsible for ensuring that our Managed Services Event Command Centre environments are operated and configured to meet or exceed customer and industry expectations. Also, this role will be a focal point for customer interactions including onboarding and ongoing changes in their environment. You will be working side by side our customers and delivering outstanding customer experience 

What to Expect

We’re legendary for taking care of our teammates. We want you to enjoy a full, meaningful life and stick around Insight for the long haul.

We offer all the benefits you expect—health, dental, vision, PTO—plus:

• Health Insurance Available on Day 1 of employment (HMO) with 2 free dependents
• Onsite set-up
• Group Life Insurance 
• Freedom to work from another location—even an international destination—for up to 30 consecutive calendar days per year.

As Services Technician Sr., you will get to:

• Monitor system alarms and open Incident Tickets based on observed alarms.
• Perform Windows patch management duties across our customers infrastructure.
• Troubleshoot incidents before escalating to Infrastructure SMEs.
• Monitor weekend and nightly backup jobs for failures and rerun the jobs as required.
• Execute pre-planned system and network changes with instructions given. Monitor inflight changes being completed by third parties and other staff members.  Perform health checks as required.
• Analyze alert’s severity and perform initial triage and then escalate to other teams if required.
• Analyze service incidents and problems, identify risks, provide recommendations, and implement solution.
• Follow proper escalations process based on severity of the incident/alert.
• Take ownership of assigned tasks and follow KB instructions for any standard process.
• Analysis and proper escalation of every incident.
• Take ownership of all assigned tickets and drive to resolution, researching and escalating to vendor as necessary.
• Demonstrated ability to work with customers in a wide variety of stressful situations.
• Be AmbITious: This opportunity is not just about what you do today but also about where you can go tomorrow. As a Services Technician Sr., you are positioned for swift advancement within our organization through a structured career path. When you bring your hunger, heart, and harmony to Insight, your potential will be met with continuous opportunities to upskill, earn promotions, and elevate your career.

We are looking for a Services Technician Sr. with:

• 3+ years of operations experience providing Infrastructure support.
• Working knowledge with supporting Windows Server 2012, 2016, 2019 & 2022, able to analyze and troubleshoot complex problems.
• Working experience with VMware, Hyper-V, O365 and Microsoft Azure.
• Experience with Active Directory Infrastructure, DNS, DHCP, Clustering services, Windows Security, deployment services, and other Microsoft infrastructure services.
• A good understanding of backup and recovery processes and applications is preferred.
• Applying Microsoft Patching principles utilizing N-Central tool is an asset.
• An understanding of UNIX and/or Linux system administration is an asset.
• An understanding of SANs from companies such as NetApp, HDS, IBM, 3Par and EMC is an asset.
• Superior organization skills and a strong attention to detail.
• Proven troubleshooting and problem-solving skills.
• Self-motivated and resourceful with good interpersonal skills.
• Team player - able to learn from and share knowledge with others.
• Proven ability to multitask and work under pressure in an environment of change.
• A willingness to learn new technologies while working in a fast-changing environment.
• Excellent written and verbal communication skills, and ability to communicate complex ideas to a variety of audiences. 
• Be effective at managing multiple tasks of varying complexities, meeting deadlines and working well under pressure, along with proven analytical and creative problem-solving abilities.
• Excellent customer service skills and a strong ability to diffuse tense customer situations and project a positive, confident outlook.
• Ability to effectively train and share knowledge and expertise with other staff members.
• Proficiency required in MS Word, PowerPoint, Excel, OneNote & Visio.
• Demonstrated experience using an ITIL based ticketing systems such as ServiceNow is preferred.
• Must have strong verbal, written communication, and presentation skills.

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.