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Senior Technical Support Specialist

2 months ago

Bannockburn, United States Insight Global Full time
Job Overview

Insight Global is seeking a highly skilled Sr. System Analyst to join our team in supporting one of our major clients with multiple locations. This individual will serve as the escalation point for Level 1 systems analysts completing Level 2 and Level 3 level tickets. Key responsibilities include delivering advanced workstation support, troubleshooting multifunction scanners, dictation with microphones, and mobile support. Additionally, the successful candidate will provide application support, troubleshoot network connectivity and devices/user connectivity, administer incident response system reboots, and perform basic OS support. Proficiency in Azure support and ITIL security knowledge for basic printing and connectivity support are highly beneficial. The ideal candidate will also possess expertise in troubleshooting VPN connectivity issues and password resets, end-user email support, and following all Standard Operating Procedures (SOP) to resolve technical issues.

Key Responsibilities:

  • Provide advanced workstation support and troubleshooting
  • Deliver application support and troubleshoot network connectivity
  • Administer incident response system reboots and perform basic OS support
  • Support Azure and ITIL security knowledge for basic printing and connectivity
  • Troubleshoot VPN connectivity issues and password resets
  • Provide end-user email support and follow SOP to resolve technical issues

Requirements:

  • 4+ years of experience in a technical support and customer-facing role
  • Advanced knowledge and experience supporting/troubleshooting Microsoft 365 applications and Active Directory
  • Advanced knowledge of command line
  • Experience troubleshooting the network with intermediate TCP/IP understanding
  • Ability to support, manage, troubleshoot, and resolve service requests with the appropriate level of urgency and professionalism
  • Properly manage workflow using research, documentation, RMM tools, ticket system, and communication
  • Directly and indirectly support customers, vendors, and staff by providing top-tier customer service