Onsite Incident Response Technician

An employer in Portland, OR is looking for an Incident Response Technician to join their team. This resource is responsible for providing incident facilitation in a call center environment. In addition to working on the telephone with clients and internal employees, this resource will help escalate complex issues that cannot be solved within the Tier 1 team and triaged them to Tier 2 and Tier 3 Engineers. An important aspect of this role is having the ability to follow processes very closely and provide detailed documentation.

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/.

At least two years providing Technical Support in a Call Center environment
Strong experience facilitating critical incidents
Occasional training of new Technicians
Excellent customer service skills and strong attention to detail
Ability to answer customer calls and work issues via trouble tickets proficiently and independently
Ability to recognize when to triage issues and Incidents to a higher tier of Technical Support
Ability to collaborate with employees and third-party partners in a way that results in a positive repair experience for client base

Automotive Background
Certifications from companies such as Cisco, Adtran and Juniper are desired

Benefit packages for this role will start on the 31st 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.