Services Technician Associate

Requisition Number: 96700 

BASIC FUNCTION

Position Overview

Events Associate for GFS Team provides Off Business Hour Support and monitor real time critical client IT Infrastructure, Application, Devices Alerts/Incidents when there is a service disruption, for service requests, and for some categories of request. Events Associate for GFS Team plays a vital role in an organization’s IT service operations as it provides a platform that acts as the “eyes of IT”. Tracking events across IT infrastructure and operations to ensure proper functioning of the business.

What you’ll do at Insight

• Events Associate for GFS Team will be providing a point of communication with the customer in terms of infrastructure health and a point of coordination for GRT IT Operations and perform triage
• Real Time Monitoring of client’s IT Infrastructure, Application, Devices Alerts/Incidents through ServiceNow.
• Prioritize issues appropriately to ensure the availability of critical business services
• Events Associate for GFS Team perform these actions effectively and drive the efficiency and effectiveness of the incident management process
• Process Critical High Priority/Severity to Minor Alerts/Incident including Creation, Escalation of High Priority/Severity Incident for client
• Correlation of Alerts/Incident, Maintaining the agreed SLA and other client specific designed procedure with accuracy and documentation based on standard operating procedure and guidelines,
• Execution and participation on BCP informing the Local and US Counterpart Team, Fixed Off Business Hour Operational Support PM (US/Canada) AM (MNL)

What you’ll need to join Insight

• Bachelor’s Degree in Computer Science, IT or related field
• Fresh graduate or at least with 1 - 2 years’ experience in a Call Center as Technical Support, Service Desk, IT Helpdesk, or IT/Desktop Support is an advantage
• Knowledge or experience on hardware, software, and networking
• Knowledge or experience in supporting various operating system, Excellent communication skills and documentation skills
• Basic to Intermediate knowledge on information technology terminology (Virtualization, Cloud, Network, Data Center, IoT, Hardware, Software)
• At least basic to intermediate hands-on experience with ServiceNow components, such as Incident Management or Alert Management
• Basic to Intermediate knowledge on Google Workspace, Putty, Basic SQL DB, 0365, Slack, MS Teams, RDP for jump boxes access
• Ability to work in a collaborative team environment.
• Willing to go on sudden shift change based on operational need

The position described above provides a summary of some the job duties required and what it would be like to work at Insight. For a comprehensive list of physical demands and work environment for this position,  click here .

About Insight

Today, every business is a technology business. Insight Enterprises, Inc. empowers organizations of all sizes with Insight Intelligent Technology Solutions™ and services to maximize the business value of IT. As a Fortune 500-ranked global provider of digital innovation, cloud/data center transformation, connected workforce, and supply chain optimization solutions and services, we help clients successfully manage their IT today while transforming for tomorrow. From IT strategy and design to implementation and management, our 11,000 teammates help clients innovate and optimize their operations to run smarter. Discover more at  insight.com

• Founded in 1988 in Tempe, Arizona
• 11,000+ teammates in 19 countries providing Insight Intelligent Technology Solutions™ for organizations across the globe
• $8.3 billion in revenue in 2020
• Ranked #409 on the Fortune 500, #15 on the CRN Solution Provider 500, 2020 CRN Innovator of the Year Award
• 2020 Intel Innovation Partner of Year, 2020 Microsoft U.S. Partner of the Year and Worldwide Customer Experience Partner of the Year
• Ranked #7 on the 2021 Fortune World's Most Admired Companies (Information Technology Services industry), #70 on the Fortune 100 Best Workplaces for Diversity, #296 on Forbes World's Best Employers (#27 within IT), and #5 on the Phoenix Business Journal 2020 list of Best Places to Work
• Signatory of the United Nations (UN) Global Compact and Affiliate Member of the Responsible Business Alliance