at Insight Global in Naperville, Illinois, United States
Job Description
Job Description
Day to day:
Our client is looking for a Remote Level 2 Service Desk Agent to join their team out of London. This resource is responsible for handling PC and mobile device tickets from a support queue in a timely manner and assisting users with various advanced systems issues. This individual maintains a proficient knowledge of technical programs and is able to assist users with a variety of problems and may be asked to assist in special projects.
Responsibilities
- Respond to incidents assigned to the Remote Level 2 ticket queue and resolve client problems via telephone or in person
- Provide level 2 technical support including:
o General Windows troubleshooting including Windows 10 and 11 OS, Printers, Microsoft Office, and Microsoft Teams
o General Network troubleshooting including Wi-Fi, VPN, and Ethernet connections
o Mobile Device support for apps including email, MFA, and Intune
o Follow and execute documentation regarding configurations in Microsoft Azure including MIM/PIM groups, security groups, and access permission
o Manage configurations to Exchange including, converting shared mailboxes, creating and editing distribution lists, and processing quarantined emails
o Manage Active Directory tasks including creating and configuring accounts
o Evaluate security threats via Carbon Black including managing trusted partners lists, triaging detected risks, and mitigating compromised accounts
- Document client incidents in a ticket management system
- Analyze, resolve, track, escalate and accurately document various technical problems
- Stay current on and adhere to established policies, procedures, documentation and technologies key to long-term success
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
Technical Must Haves:
3+ years of hands-on desktop support experience; strong customer service skills
Microsoft Office (i.e. Outlook, Word, Excel, PowerPoint)-Run repairs on the MS Office install, uninstall and install the software as needed
outlook- set up/configure mail profIles, Word/excel- how to use it
Microsoft Windows, macOS, Android and iOS Operating Systems
(90%) Windows- System File Checker scan, general support set up, drivers, bitlocker
(10%) macOS- walk through system recovery, printer set up, uninstall, and reinstall applications,
Android/iOS- setup email app
VPN- set up profile and install the app, understanding of Wi-Fi and ethernet connections, understanding 2.4 vs 5 gh
Active Directory (Azure based)-user account changes, assigning roles
Ability to follow, adhere to and offer improvement to documented processes
Cultural Must Haves:
Self-starter with a desire to learn and that works well in a team environment-no egos
Strong written and verbal communication skills; attention to detail
Professionalism is IMPORTANT
Ability to maintain and build relationships via remotely
Ability to speak in layman’s terms to non technical users
Collaborative mindset- team focused work Plusses:
Intune
Carbon Black
Manage configurations to Exchange including, converting shared mailboxes, creating and editing distribution lists, and processing quarantined emails 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.
