Job Description
Provides first-line operational support for a media engineering environment, focusing on ticket triage, basic troubleshooting, and support workflow efficiency during off-hours coverage
Key responsibilities
Monitor and triage incoming support tickets, ensuring proper categorization, prioritization, and routing
Perform initial troubleshooting and validation before escalation to L1/L2 engineering teams
Identify and filter issues that should be handled by upstream teams, ensuring clean handoffs and reduced noise
Follow established runbooks and support procedures to resolve routine issues
Maintain accurate ticket documentation, updates, and status tracking
Communicate effectively with distributed teams to ensure continuity of support across regions (follow-the-sun model)
Assist with basic system checks, log reviews, and health monitoring
Support operational efficiency by identifying recurring issues and flagging trends
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.
Required Skills & Experience
1–2 years of experience in a technical support, IT operations, or service desk environment
Basic understanding of infrastructure, applications, and support workflows
Familiarity with ticketing systems and incident management processes
Strong attention to detail and ability to follow defined processes
Ability to work independently during evening hours (7pm ET – 2am ET shift)
Clear written communication skills for documentation and ticket updates
Nice to Have Skills & Experience
Exposure to Linux environments or basic command-line usage
Basic understanding of networking or application support concepts
Experience supporting cloud-based systems (even at a high level)
Interest in growing into cloud, DevOps, or SRE roles
Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.