Technical Support Engineer (Cloud)

Requisition Number: 96523 

BASIC FUNCTION

Position Overview

As a Technical Support Escalation Engineer, you will be responsible for ensuring our clients have an excellent experience with our break/fix technical support service. Clients must receive timely, effective, and professional support according to Service Level Agreements and best practices. You will work closely with the Cloud Success organization with the end goal of transforming our InsightCloud®Care technical support into a service that is rated highly by our clients. You will work closely with the Technical Support team under the direction of the Technical Support Escalation Manager to focus on our elite clients, and assisting in the reporting and follow up to decrease time to resolution and increase client satisfaction.

What you’ll do at Insight

• Work under the direction of the Technical Support Escalation Manager to improve customer experience with our Technical Support offering
• Measure and report on tickets
• Assist in efforts identified and approved for our continuous improvement cycle
• Serve as the escalation point of contact for key clients and for tickets that are not moving forwards as they should
• Work with the technical support team members and management to identify knowledge gaps and implement training programs to close those gaps
• Work with the technical support team to improve time to resolution for tickets
• Work with the Cloud Success Team to assist with processes and reporting to improve the offering and interactions between teams

What you’ll need to join Insight

• A bachelor's degree in Computer Science, Information Systems, Engineering, or a related field, or equivalent work experience
• Passionate about providing an excellent customer experience
• At least 3 years of experience in technical support, customer service, or service delivery in a cloud environment
• Strong knowledge of cloud technologies, such as Microsoft Azure and Microsoft 365
• Excellent communication, problem-solving, and analytical skills
• Knowledge of ServiceNow – the ability to create and run reports and dashboards to analyze tickets as well as work in a queue.
• Ability to work effectively under pressure, prioritize tasks, and meet deadlines
• A positive attitude, a customer-centric mindset, and a willingness to learn and grow

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
• 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.

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