What are the responsibilities and job description for the Deskside Support Technician position at Insight Global?
Must Haves:
- Minimum three years’ experience in support of global infrastructure in a multinational organization
- Troubleshooting experience with hardware, desktop applications, cloud applications, middleware, Office 365, and related security protocols in each.
- Experience with SAP systems in support. Articulate and can explain complex systems and processes. Experience in ServiceNow - workflow platform.
- Remote administration tools (RDP, Teams, etc…). Desktop operating system and application troubleshooting (Windows 10, Microsoft Outlook, Excel, Word, Onedrive, SAP, etc…).
- Cross-functional departmental collaboration
- Associates degree in a technology discipline (computer science, cybersecurity, network engineering), business administration or relevant business systems
- Certifications with experience (Comptia A , Network , MCSA, MCDST, CCNA, etc)
- Training experience
- The ability to prioritize workload with regards to issues, tasks, projects, and new contacts
- You are customer centric and solution oriented
- This is a remote position requiring the ability to work unsupervised at your home office
- Presentable work environment for on camera Teams meetings and training sessions
Plusses:
- Windows 11 knowledge
- ServiceNow experience
- Logistics or warehouse experience
- CompTIA A Certified
- N Network certification
In this role, you'll assist with application and process training, handle customer requests, and manage workflows for internal colleagues. You'll gain insight into global support issues across various technologies, including desktop, network, application, manufacturing, and cloud platforms. This front-line position offers an immersive learning experience in manufacturing technologies and the value of an agile IT support department. Success in this role requires quickly learning new technologies, resolving issues, and providing timely updates while delivering exceptional customer service.
Responsibilities and Duties:
- Manage incidents and service requests in ServiceNow.
- Collaborate with global IT colleagues to resolve and escalate IT issues.
- Work on project-specific tasks, such as security and audits.
- Create and update support documentation in the ServiceNow knowledge base.
- Continuously improve processes.
- Participate in on-call rotation for emergencies.
- Train colleagues on new technologies and tools.
