at Insight Global, LLC in Chicago, Illinois, United States
Job Description
Job Description
Requal notes: This candidate will be doing heavy monitoring, watching jobs and call out if something fails and L1 troubleshooting when people call in using ServiceNow (open to any ITSM tool, but ServiceNow preferred). When they logon they monitor customer gchat spaces and channels and ppl will post a ticket ex here is a ticket number someone needs help, customer having trouble accessing XYZ application. They will be triaging issues and contact that customer. Basic L1 troubleshooting, its a plus if they know infrastructure.
As a Technical Operations Technician Support, acts under guidance to support one or more customer service or service desk functions. Acting as a point of contact to support service users and customers reporting issues, requesting information, access, or other services. Delivering customer service through multiple channels including human, digital, self-service, and automated. You will also be participating in projects to help improve the environment, to help make it more efficient as well as to create a delightful experience for the end user.
Core Responsibilities:
Serve as the first point of contact for customers seeking technical assistance and promptly allocate calls as appropriate. Receives and handles requests for service, following agreed procedures. Perform remote troubleshooting through diagnostic techniques and pertinent questions. Support L1 tickets. Escalates complex or unresolved incidents and requests to the SME. Logs incidents and service requests and maintains relevant records. Walk the customer through the problem-solving process. Direct unresolved issues to the next level of support personnel. Pass on any feedback or suggestions by customers to the appropriate internal team. Provide accurate information on IT products or services and record events and problems and their resolution in logs. Identify and suggest possible improvements on procedures. Monitor Alerts to carry out low level triage solutions based on runbookWe 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 .
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Skills and Requirements
Must Have:
Able to work full time night shift 10pm-6am CST
At least 2-3 years help desk experience Phenomenal customer service skills Good understanding of computer systems and other tech products Ability to diagnose and resolve basic technical issues Ability to communicate clearly High level of organization, reliability, and independence Experience with ServiceNow (or another ITSM tool, but ServiceNow is preferred) Experience with monitoring jobs Demonstrated PC skills (MS Office, Google docs) Ability to research emerging technologies and make recommendations that benefit our business Past professional experience in a fast-paced environment Experience working with a multiple operating systems (Microsoft, Chrome, Mac) Associate’s Degree required, Bachelor’s degree preferred nullWe 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.
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