Insight Global is looking for a Technical Support Agent to join our clients team in the Salt Lake City, UT area.
Typical responsibilities include:
- Address end user queries and issues via phone, e-mail and chat support.
- Provide world class quality of service to end users throughout the resolution process.
- Engage engineering teams and product owners to assist with troubleshooting as needed.
- Perform a cradle to grave ownership of all issues reported to the helpdesk by providing timely updates to end users and by constantly following up with escalation teams until the issue is resolved.
- Demonstrate excellent ticket hygiene by selecting appropriate product categories, keeping detailed ticket notes, managing ticket backlog, etc.
- Maintain effective documentation by regularly reviewing and updating knowledge base content.
- Take a proactive approach in analyzing current practices to identify areas for improvement and make suggestions for more efficient and strategic solutions.
- Be willing to learn and develop subject matter expertise in the systems and products we support, such as Messaging (Exchange, Lync, Proofpoint), SharePoint, Mac, Unix, Voice, Mobile and others
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/ .
- Minimum two years of experience working in the technical support field in an enterprise environment, preferably with phone support experience.
- Sound technical knowledge, troubleshooting skills and support experience with the following:
o Microsoft Windows platform (Windows 7, 10)
o Networking, LAN , WAN, corporate enterprise domain infrastructure environment
o Windows desktop and server operating system
o Microsoft Active Directory
o Microsoft Outlook
- Good understanding of the Microsoft Office products such as Word, Excel and Power Point.
- Basic conceptual knowledge of Citrix/VMware/VDI/Virtualization.
- Ability to perform Mobile OS (iOS/Android) application troubleshooting.
- Team player mentality, collaborative, self-learner and self-motivated.
- Good understanding of English and good communication skills are a must.
- Strong customer service skills and focus on ownership throughout the resolution process.
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.