Services Technician

The services technicians are responsible for technical support of our customer's 365 and Azure environments. You will assist in 1st and 2nd tier client support in a large-scale, fast-moving environment. In this role, you will respond to customer inquiries via our ticketing system, via phone, email, and chat. Associates must possess strong verbal and written communication skills, problem solving skills and a desire to progress their technical knowledge.

What you'll do at Insight

• Effectively manage issues through multiple forms of inbound requests including in person, queue calls (phone), e-mails, Chat, web forms, or client tracking/ticketing databases.
• Respond to all Customer requests in a timely and professional manner.
• Troubleshoot and resolve Microsoft 365 and Azure functional, operational, performance, and connectivity issues.
• Analyzes and gathers relevant information that might assist resolution of the issue.
• Conducts research on complex cases and validates cases for escalation to Sr Engineers and Vendors.
• Maintains communication and cooperation with the team and external stake holders.
• Contributes to knowledge management initiatives.
• Other duties as assigned.

What you'll need to join Insight

Requirements

• At least 1 year of experience in Microsoft 365 support, administration, client handling, ticket management, remote troubleshooting.
• At least 1 year of experience in Microsoft Azure support, administration, client handling, ticket management, remote troubleshooting.
• Experience with client handling, ticket management, remote troubleshooting, and other related experience.
• Able to thrive in an environment characterized by rapidly changing requirements and an ongoing focus on meeting operational objectives.
• Strong written and verbal English communications skills.
• Able to successfully manage multiple priorities.
• Proven ability to communicate effectively across all levels of the organization.
• Strong commitment to company values and operating principles.
• Familiarity with ITSM concepts and experience with ticketing system.

Preferred Qualifications

• Industry recognized certifications: Microsoft technology certificates, AZ-104, AZ-900, etc.
• Experience supporting or working in an Enterprise and/or Global Managed Services environment.

Physical Demands

The physical demands described here are representative of those that must be met by a teammate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee is regularly required to sit, talk, hear, and operate a computer, telephone and keyboard.
• Specific vision abilities required by this job include close vision requirements due to computer work.
• Regular, predictable attendance is required; including quarter-driven hours as business demands dictate.

Work Environment

The work environment characteristics described here are representative of those a teammate encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Moderate noise (i.e. business office with computers, phone, and printers, light traffic).
• Ability to work in a confined area.
• Ability to sit at a computer terminal for an extended period of time.

Insight is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation or any other characteristic protected by law.