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Level 2 Technical Support Specialist

2 months ago

Plano, Texas, United States Insight Global Full time

Job Summary: We are seeking a highly skilled and experienced Level 2 Service Desk professional to join our team at Insight Global. As a key member of our technical support team, you will be responsible for providing exceptional phone support to internal employees, troubleshooting technical issues, and escalating complex problems to senior technicians.

Key Responsibilities:

  • Provide phone support to internal employees, resolving technical issues and drafting tickets as needed
  • Manage tickets in our ticketing system, ensuring timely resolution and closure
  • Troubleshoot technical issues, both over the phone and on-site, using a variety of tools and software
  • Escalate complex problems to senior technicians, providing detailed information and recommendations for resolution
  • Collaborate with internal teams to resolve technical issues and improve overall system performance

Requirements:

  • 3+ years of experience in a help desk or service desk role, with a focus on phone support
  • Direct experience with hardware and software troubleshooting, including Windows 10 and Microsoft certifications
  • Experience with remote software and imaging, specifically with SCCM
  • Strong customer service and communication skills, with the ability to work effectively with internal employees and external vendors
  • Experience with ticketing systems, preferably ServiceNow

Preferred Qualifications:

  • 1+ year of experience troubleshooting Audio Visual equipment, specifically with Crestron
  • Experience with Intune, iPad, or mobile device troubleshooting
  • Microsoft and Adobe troubleshooting experience

What We Offer:

  • A dynamic and inclusive work environment, committed to diversity and equal opportunity
  • A competitive salary and benefits package
  • Opportunities for professional growth and development