Job Description
Insight Global is seeking a Support Technician for a technology client based in Phoenix, Arizona. The Client is currently looking for self-motivated, detail orientated individuals with strong troubleshooting skills who are looking to join our existing Support team.
As a Support Technician you will provide industry leading professional technical support to our external customers via phone, email, or remote session. This role is well suited to an IT professional, preferably with existing experience of computer hardware, operating systems and networking. You will already have experience working in a helpdesk environment and looking to specialize in the field of VDI and End User Computing.
- You will help provide technical support to our customers via phone, email, and remote assistance.
- As a member of the Technical Support team, you will ensure all customer support calls are logged via our Zendesk ticketing system and resolved in a timely manner keeping the developers, Technical Support and customers updated with the current status of the support call.
- Establish product performance and testing baselines as you put our hardware and software through its paces in rigorous testing procedures.
- Assist with the draft and editing of documentation and manuals.
- Hands On: Where required you will replicate customer issues either assisted or alone using our test and lab
environments. You may also build, configure, update and troubleshoot our internal systems and thin clients.
- Gain experience as you take part in meetings and voice conferences between departments, customers, business
partners and vendors.
- You will learn and gain experience on the complete the client's Hardware & Software portfolio.
- You will learn and gain experience on the latest in industry standard virtual technologies such as VMware, Citrix and Microsoft AVD with which the client support.
- Assist or take on other duties as needed by the department or company as we all work together in the client's success.
Required Skills & Experience
- 1+ years of experience working in an IT help desk role answering phone calls and emails
- Experience working in a linux environment- worked in a command line
- VDI concepts- critial for these technicians to know what this are "pretend desktops"
- Associates or Bachelors degree in IT/Computing discipline
- Strong, proven troubleshooting and critical thinking skills
- Microsoft Office experience (Word, Outlook, and Excel); strong keyboarding speed and accuracy.
- Technical, detail orientated, responsible, organized, self-motivated, and a fast learner.
- Strong time management skills
- Excellent written and verbal communication ( emailing with clients and speaking with them over the phone)
Nice to Have Skills & Experience
- 1+ years working with a virtualized infrastructure in a support or administrator capacity
- CompTIA A+ or Net+ certification preferred
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.