Insight Global is looking for a 3rd Level Support Engineer to work onsite at one of their premier customers in North Houston (Spring, Texas). This person will be utilizing their advanced PC hardware and software knowledge to troubleshoot/debug complex cases that are presented from top customers. They will replicate enterprise customer issues in a lab environment and then debug/root cause the issue (hardware, OS issue, supporting software, etc.) and work with the appropriate engineering teams, vendors, and customer IT teams on issue resolution. Once a solution has been identified, they will test to make sure the proposed solution is correct before submitting to the customer. This person must advanced knowledge of PC hardware and be able to tear down a device to the sub-assembly level. They must have advanced knowledge of PC software and related items, including Windows OS troubleshooting, drivers, imaging, network connectivity, security, etc. and On occasion, this engineer will be asked to join customer calls to discuss the issue, provide updates, and assurance to the customer.
This role will be working onsite in Spring, TX in a lab environment. A typical work schedule is Monday-Friday, 8:00am-5:00pm, excluding holidays.
Compensation: $30.00-45.00/hr
Exact compensation may vary based on several factors, including, but not limited to skills, experience, and education.
Employees in this role will enjoy a comprehensive benefits package starting on day one of employment, including options for medical, dental, and vision insurance. Eligibility to enroll in the 401(k) retirement plan begins after 90 days of employment. Additionally, employees in this role will have access to paid sick leave as required by the applicable law of the worksite location.
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Advanced troubleshooting/debugging of software and hardware issues on PCs (laptops, desktops, and associated peripherals).
Strong technical support skills (diagnostics, escalation handling, enterprise customer communication/interaction)
Strong understanding of PC models and components (notebooks, desktops, workstations), accessories (docks, displays, peripherals), and their operations
Strong understanding of driver and firmware operations and how to troubleshoot issues with each
Understanding of Windows internals (services, registry, Event Viewer, CMD commands)
Analysis of logs and dump files
System and driver testing and validation
Networking (TCP/IP, Wi-Fi, DNS, DHCP, Access Points) - how to setup and troubleshoot each
Scripting with PowerShell and/or Python
Experience with debug tools (Wireshark, Windows Performance Analyzer, Windbg, and other relevant diagnostic tools)
Degree in a computer related study (i.e. Computer Science, Computer Engineering, etc.)
Certifications in relevant subject
Experience supporting HP branding PCs and peripherals
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.