Job Description
The main function of a Support Engineer is to provide technical assistance to computer system users. A typical Support Engineer is responsible for answering questions or resolving computer problems for clients in person, via telephone or from a remote location.
Job Responsibilities:
• Answer user inquiries regarding computer software or hardware operation to resolve problems, typically of a lower complexity
• Review support cases, focusing on evaluation of technical support health and technical communication to customer
• Develop and build improvements to risk evaluation engine through AI prompts and historical analysis
• Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities
• Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support
Qualifications:
• Associate's degree in computer related field or equivalent training required
• 7-10 years experience required; previous experience in Microsoft support delivery necessary
• Verbal and written communication skills, problem solving skills, customer service and interpersonal skills
• Basic ability to work independently and manage one’s time
• Knowledge of computer software, such as configuration management software, desktop communications software, operating system software and internet directory services software
Review of cases identified by risk engine to identify need for engagement
Engage with case owner, product group and escalation resources as needed to ensure support is on track and meeting customer expectations
Regular evaluation of risk engine to ensure maximum engagement
Identify trends in engagement to drive improvements to the broader organization
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/.
Required Skills & Experience
1.Technical support experience in multiple services, specifically in Security, Identity or M365 technical support (5-7 years)
2. Very strong ability to evaluate case health state, especially identifying high‑risk escalation cases (5 years)
Comfort in direct communication and feedback with several layers of management (5 years)
Benefit packages for this role will start on the 1st 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.