IT Support Engineer I

Job Description

Requisition Number: 78774

Position Overview
The OneCall Level 1 Engineer is responsible for the support of all desktop hardware and software. As a OneCall Level 1 Engineer, you are the front line in support of Insight's OneCall Clients. In this role, you will respond to Client inquiries via phone and email. Engineers must possess strong verbal and written communication skills.

What you'll do at Insight

• Effectively manage issues through multiple forms of inbound requests including inbound queue calls (phone), e-mails, or client tracking/ticketing databases.
• Respond to all client requests in a timely and professional manner.
• Instruct clients in the appropriate use of equipment, software, and/or reference materials.
• Assist with all aspects of technical support and technologies.
• Data entry (management of data) accurately prioritize, categorize, track and log calls, tickets, incidents, etc. following client or internal tracking protocols.
• Troubleshoot and resolve issues related to hardware/software, desktop applications, and peripherals.
• Research/troubleshoot client issues utilizing the tools available.
• Navigate internal/external reference support materials and knowledge bases.
• Proactively follow up on all open issues.
• Work closely with other team members to identify and suggest resolutions and improvements.
• Other duties as assigned.

What you'll need to join Insight

• Degree in Computer Science or equivalent experience required.
• Must have a minimum of three years of client support experience in a corporate environment.
• Provide Support for NetApp and other storage solutions.
• Provide Support for Veritas Netbackup and other Data Protection solutions.
• Provide Support for Server and Virtual Server solutions including VMWare.
• Provide Support for Cisco and other network solutions.
• Must have a comprehensive knowledge of computer hardware, Software, Network, and Server technologies.
• Must be able to diagnose and resolve moderately complex system hardware, software, network, and server related issues.
• Must be able to read, analyze, and interpret general technical procedures, or regulations.
• Ability to write reports and/or business correspondence.
• Ability to utilize, compose, and maintain knowledge base articles.
• Ability to effectively present information and respond to questions from groups of managers, clients, and other teammates as required.
• Must have excellent customer service and interpersonal communication skills.
• Must have the ability to work in a team environment and present a professional image.
• Must be able to multi-task and be flexible with the assigned work schedule.

The position described above provides a summary of some the job duties required and what it would be like to work at Insight. For a comprehensive list of physical demands and work environment for this position, click here .

Today, every business is a technology business. Insight Enterprises, Inc. empowers organizations of all sizes with Insight Intelligent Technology SolutionsTM and services to maximize the business value of IT. As a Fortune 500-ranked global provider of digital innovation, cloud/data center transformation, connected workforce, and supply chain optimization solutions and services, we help clients successfully manage their IT today while transforming for tomorrow. From IT strategy and design to implementation and management, our 11,000 teammates help clients innovate and optimize their operations to run smarter. Discover more at insight.com.

• Founded in 1988 in Tempe, Arizona
• 11,000+ teammates in 21 countries providing Insight Intelligent Technology SolutionsTM for organizations across the globe
• $9.2 billion in revenue in 2018*
• Ranked #430 on the 2019 Fortune 500, #14 on the 2019 CRN Solution Provider 500
• 2019 Adobe Americas Partner of the Year, 2019 Cisco Global-Americas Partner of the Year, 2019 Intel IoT Solutions Partner of the Year, Microsoft U.S. Azure Partner Choice Award for Data/AI, Microsoft Azure Expert Managed Services Provider
• Ranked #23 on the 2019 Fortune 50 Best Workplaces in Technology, #70 on the 2019 Fortune 100 Best Workplaces for Diversity, and #7 on the Phoenix Business Journal 2019 list of Best Places to Work (Extra Large Business)
• Signatory of the United Nations (UN) Global Compact and Affiliate Member of the Responsible Business Alliance

* Proforma to include PCM, Inc. for fiscal year ended Dec. 31, 2018

Today's talent leads tomorrow's success. Learn about careers at Insight: jobs.insight.com .

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.

Posting Notes: Tempe || Arizona (US-AZ) || United States (US) || NETINF || None || US - Cary, NC; US - Columbus, OH; US - Eden Prairie, MN; US - Tempe, AZ ||