-Answer all incoming calls and creating a ticket by documenting the reported issue and all prominent details.
-Troubleshoot and provide IT support remotely Microsoft's core business applications and operating systems.
-Provide basic technical support at the network level: WAN and LAN connectivity, switches, and all connected peripheral devices.
-Independently resolve most issues with Windows 10 and network printers.
-Provide basic support for end users with our remote access solution, Ivanti Neurons.
-Enter detailed notes about what was done and all system changes in our ticketing system (ServiceNow) and documentation system (Fetch Knowledge Base Articles).
-Communications with customers on-daily basis: keeping them informed of incident progress, notifying them of impending changes, and setting appropriate expectations for resolution times.
-Provide friendly, professional support via phone, email, and through our ticketing system.
-Collaborate with vendors to resolve issues as necessary.
-Provide support to associates on new technology implementations.
-Learn new technologies and participate in on the job training.
-Improve customer service, perception, and satisfaction.
-Escalate service requests that require Systems Engineer level support.
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HR@insightglobal.com.
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https://insightglobal.com/workforce-privacy-policy/ .
2+ years of recent experience troubleshooting various technology and user experiences
Experience in the MS Office suite such as Office 365, Azure admin portal
Strong knowledge of Windows 10
Understanding of domains, user profiles and how they work
Strong analytical skills
Self-motivated and high level of enthusiasm
Take a personal interest in, and responsibility for quality of work performed
Ability to pay close attention to detail while dealing with a robust flow of issues
Ability to articulate technical information clearly and simply to non-technical people
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.