Job Details
As a Services Technician, you will provide support of all client desktop hardware, software, and telecommunications equipment. You are the front line in support of Insight Customers. In this role, you will respond to customer inquiries in person, via phone, email and chat. Associates must possess strong verbal and written communication skills.
Insight is looking for talented individuals who are passionate about emerging technologies and excited about the opportunity to work for industry-leading organizations!
Key Responsibilites
- Effectively manage issues through multiple forms of inbound requests including phone, e-mails, Chat, in person, or client ServiceNow ticketing database.
- Respond to all Customer requests in a timely and professional manner.
- Assist with all aspects of technical support, including on-site visits as needed. Where necessary perform hardware and peripheral repairs. The includes, but is not limited to, identifying the problem and determining the most efficient and cost effective way to resolve it, keeping the customer's downtime to a minimum.
- Instruct end users in the appropriate use of equipment, software, and/or reference materials.
- Data entry (management of data) -accurately prioritize, categorize, track and log tickets, chats, etc. following client internal ServiceNow tracking protocols.
- Troubleshoot and resolve issues related to hardware, software/software installation, Microsoft operation systems, security, desktop applications, Google applications, and peripherals.
- Research/troubleshoot issues using the tools available
- Navigate internal/external reference support materials
- Proactively follow up on open issues
- Monitor open tickets against Service Level Agreements and appropriate dispatch tickets to support team
- Work closely with other team members to identify and suggest resolutions and improvements.
- Completes all required documentation involved in a service call to ensure accurate billing, and timely return of defective products/parts, with respect to warranty or contract. This includes completion of required Insight and vendor paperwork, preparing defective product or parts for return to vendor, and promptly returning defective products/parts and paperwork according to Insight policies and procedures.
- Other duties as assigned.
What you'll need to succeed
- Bachelor's degree (BA/BS) from 4-year college or university or 2 years' related experience and/or training, or equivalent combination of education and experience
- Previous helpdesk experience in a corporate environment preferred
- Must have a comprehensive knowledge of computer hardware/software concepts including Microsoft and Google Products
- Must be able to diagnose and resolve moderately complex system hardware, software, network or operator issues
- Possess knowledge of configuration and deployment of end user devices (laptops and PCs)
- Remotely manage devices to determine user experiences and debug issue, utilizing knowledge-base and call script skills
- Possess experience working at a high-profile client site in a high-stress, changing environment
- Related certifications including Microsoft Technology Associate (MTA), A+, Network +, preferred, but not required.
- Minimum 1 year of hardware troubleshooting experience which needs to include laptops and desktop for Tier One vendors
- Extensive knowledge of Windows operating systems, vendor diagnostics, reimaging software, Virus scan software
- Should be familiar with vendor websites in order to find hardware updates, driver updates and engineering changes as well as on multiple Tier One products such as IBM, Compaq, HP, Dell, Toshiba.
- Must be able to read, analyze, and interpret general business/professional journals, technical procedures, or regulations.
- Must have excellent customer service, interpersonal, client relationship and communication skills.
- Must have the ability to work in a team environment and present a professional image.
- Must be able to multi-task and be flexible with assigned work schedule.
KNOWLEDGE, SKILLS AND ABILITIES
- Familiarity with large account environments and protocol required
- Working knowledge in major desktop operating systems (Microsoft Office 2013, 2016, Windows 7 and Windows 10)
- Ease and familiarity taking apart and reassembling devices
- Excellent troubleshooting skills required
- Must have ability to keep current with alternative systems and technology, making technology recommendations to management consistent with the company's business and systems strategies
- Ability to enter data into systems accurately is required.
- Ability to multitask utilizing strong organization and management skills
- Must be able to respond effectively to inquiries or complaints within a timely fashion
- Follow proper safety procedures assigned by Insight or client management
- Cable management experience, adhering to client standards
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.