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Services Technician

IN, US

Requisition Number: 79689 

Monday – Friday : work hrs 8:00 am to 5:00 pm. Possibility of off hour/weekend support.

Services Technician -Desk Side Support technician
Resource needs to have a current background and drug test
work hrs 8:00 am to 5:00 pm.

Important to have excellent communication skills, reliability and professional demeanor.

Responsibilities:
Understands customer support, likes to work with people and can ensure that the customer is satisfied.
Address and resolve basic and complex incidents and requests using Programs like Service Now or Remedy
Enter quality information into tickets and appropriately capture data; Complete follow-up and follow-through on all tickets.
Manages all incidents and requests to ensure that work is completed to the customers’ satisfaction.

Contributes to self-help knowledge bases and documents typical requests and incidents, resolutions, and work-around procedures.
Identifies, evaluates, promotes, and implements customer support best practices.
Grows deeper knowledge of current corporate products, increasing ability to resolve tickets on first contact.
Provide support within a corporate environment for PC’s and laptops.
Provide desktop support, which includes troubleshooting end user computing issues, loading operating systems and special applications.
Responsible for the installation of desktops, laptops, monitors and telephones within the office.
Assist Network Applications Services with IP phone installations.
Responsible for desktop/laptop swaps which includes uploading and downloading data and communicating with end user to ensure a seamless change.
Assist end users with printer installation and provide new hires a hardware and orientation.
Setup all conference/training rooms when required.
Work with office on end user relocations and equipment moves within the office. This includes communicating with to schedule moves, disconnect, and reconnect equipment.
Works with other areas of IT Services to enhance the efficiency of desktop computing and supporting infrastructure.
Mentors, supports, and cross-trains other service desk analysts.

Certified Microsoft Certified Professional (Strongly preferred or related certifications)
A+ certification requested

Experience
∙ 5+ years of Field Engineer experience working with Microsoft Technologies
∙ Windows 10, Windows XP, Win 7, Office Suite 2003, 2007, 2010
∙ Familiar with Lenovo, Dell, and Xerox
∙ Experience with basic Printer support.
∙ Troubleshooting remote network device experience.
∙ Working knowledge of LAN protocols and TCP/IP Ability to clearly document systems and procedures
∙ Strong oral and written communication skills
∙ Ability to follow established change control procedures
∙ Ability to work independently
∙ Experience with application support.
∙ Experience with Network hardware. (i.e. know what a router, switch, UPS, server) and be the eyes and hands for offshore Level 3 support.


Competencies
Perform assignments as directed by client.
Provide the support required to close service tickets, within the SLA and to the satisfaction of the
customer (“fix the customer?).
Provides timely and, accurate updates to the Service Now ticketing system
Effective time management skills required.
Excellent decision making and problem solving skills required.
Ability to communicate technical information to a non-technical audience in a clear and coherent manner required.
Ability to work with a broad constituency and have tolerance for the different work styles of the various clients required.
Ability to work in an environment that may be occasionally stressful when assisting clients on site required.
Strong communication skills required.
Superior customer service focus required.

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 21 countries providing Insight Intelligent Technology Solutions™ for organizations across the globe
  • $9.2 billion in revenue in 2018*
  • Ranked #430 on the 2019 Fortune 500, #14 on the 2019 CRN Solution Provider 500
  • 2019 Adobe Americas Partner of the Year, 2019 Cisco Global-Americas Partner of the Year, 2019 Intel IoT Solutions Partner of the Year, Microsoft U.S. Azure Partner Choice Award for Data/AI, Microsoft Azure Expert Managed Services Provider 
  • Ranked #23 on the 2019 Fortune 50 Best Workplaces in Technology, #70 on the 2019 Fortune 100 Best Workplaces for Diversity, and #7 on the Phoenix Business Journal 2019 list of Best Places to Work (Extra Large Business)
  • Signatory of the United Nations (UN) Global Compact and Affiliate Member of the Responsible Business Alliance

* Proforma to include PCM, Inc. for fiscal year ended Dec. 31, 2018

 

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.

 

 

Posting Notes: Batesville || Ohio (US-OH) || United States (US) || None || None || US - Indianapolis, IN ||


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