Job Description

Within the Global Customer Operations (GCO) business unit, we are trusted by our customers to deliver fantastic service, technology and innovation that will enable their business to thrive. Every person within the GCO has a responsibility to deliver and keep pushing the boundaries for our customers.

When a customer has a problem, youll be the one to help them out (even if it means getting a little creative), and if you cant fix it, youll find someone who can. Youll be the face of our company to our customers, ensuring that every interaction is a best-in-class experience. The primary responsibilities associated with the position include providing technical support to customers who are experiencing problems with their network and mentoring less experienced colleagues. Additionally:

  Maintaining devices in customer networks

  Documenting every interaction using one of many tool sets provided

  Advocating for customers by escalating unresolved issues to the next level of support

  Monitoring ticket queue and following up to ensure timely and satisfactory resolution to user requests/incidents within agreed Service Level Agreements (SLAs)

  Maintaining user, customer, and departmental confidentiality at all times

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/ .

Skills and Requirements

3-5 years of relevant work experience

  Bachelor's degree or relevant work experience

  Fluency in English (written and verbal)

  Experience with networking (e.g., routing, switching, and wireless technologies)

  Willingness to work in 24x7 environments (including weekends, nights, and holidays as necessary)

  Ability to obtain a Government Confidential Security Clearances A degree in Information Technology (IT)

  Cisco certification (e.g., CCNA or JNCIA)

  Experience in a service provider or a service desk environment

  Understanding of ITIL methodology

Computer knowledge (ideally with ticketing software) null

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 employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to 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 oruniformed service member status, or any other status or characteristic protected by applicable laws, regulations, andordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to HR@insightglobal.com.