365 Analyst

Candidate must possess experience supporting Large Enterprise environments spanning Microsoft Windows, Mac OS, and network connectivity devices (Edge Routers). Candidate must have proven problem determination skills as well as superior customer service skills

What you’ll do at Insight

• The TechHub Analyst will be responsible for providing real-time response to client issues.
• Ensure appointment times are monitored closely to ensure resolution in a timely manner.
• Analyzes and gathers relevant information that might assist resolution of the issue.
• Performs troubleshooting and issue resolution.
• Conducts research on complex cases and validates cases for escalation to L3 team.
• Creates tracks and updates open cases.
• Maintains communication and cooperation with the teams.
• Contributes to knowledge base initiatives.
• Other duties as assigned.
• Reports directly to US manager.

What you’ll need to join Insight

General Requirements:

• At least 5 years of experience in Office 365 support, administration, client handling, ticket management, remote troubleshooting, service desk and other related experience.
• Able to thrive in an environment characterized by rapidly changing requirements and an ongoing focus on meeting operational objectives.
• Completely fluent in verbal and written English communication.
• Able to successfully manage multiple priorities.
• Proven ability to communicate effectively across all levels of the organization.
• Strong commitment to company values and operating principles.

Technical Requirements:

• Strong knowledge of Office 365 and Microsoft Windows 10/11 operating systems.
• Experience with Cloud Computing.
• Familiarity with ITSM concepts and experience with ticketing system (preferably ServiceNow).
• Experience working with remote access tools and understanding of security protocols compliance.
• Familiarization of/and experience with Windows 10/11 operating systems and Microsoft Office suite.
• Provide remote support to users with Windows, MacOS laptops as well as Apple iOS and Android phones
• Remote support to users as needed
• Hardware Supported: Multiple vendor windows laptops, Apple Macbook, Apple iPhones/iPads,
• Network edge devices (wireless routers – multiple vendors)

Preferred

• Industry recognized certifications: Microsoft technology certificates, others.
• Experience supporting or working in an Enterprise and/or Global Managed Services environment.
• The position described above provides a summary of some the job duties required and what it would be like to work at Insight. 

Work Environment
The work environment characteristics described here are representative of those a teammate encounters
while performing the essential functions of this job. Reasonable accommodations may be made to enable
individuals with disabilities to perform the essential functions.

• Moderate noise (i.e. business office with computers, phone, and printers, light traffic).
• Ability to work in a confined area.
• Ability to sit at a computer terminal for an extended period of time.

Insight is an equal opportunity employer, and all qualified applicants will receive consideration for
employment without regard to race, color, religion, sex, national origin, disability status, protected veteran
status, sexual orientation or any other characteristic protected by law.