OneCall Engineer

Requisition Number: 94968 

BASIC FUNCTION

Position Overview

The One Call Engineer is responsible for the support of all desktop hardware and software. As a One Call Engineer, you are the front line in support of Insight's One Call Clients. In this role, you will respond to Client inquiries via phone and email. Engineers must possess strong verbal and written communication skills.

What you'll do at Insight

• Effectively manage issues through multiple forms of inbound requests including inbound queue calls (phone), e-mails, or client tracking/ticketing databases
• Respond to all client requests in a timely and professional manner
• Instruct clients in the appropriate use of equipment, software, and/or reference materials
• Assist with all aspects of technical support and technologies
• Data entry (management of data) accurately prioritize, categorize, track and log calls, tickets, incidents, etc. following client or internal tracking protocols
• Troubleshoot and resolve issues related to hardware/software, desktop applications, and peripherals
• Research/troubleshoot client issues utilizing the tools available
• Navigate internal/external reference support materials and knowledge bases
• Proactively follow up on all open issues
• Work closely with other team members to identify and suggest resolutions and improvements

What you'll need to join Insight

• Degree in Computer Science or equivalent experience required
• Must have a minimum of three years of client support experience in a corporate environment
• Provide Support for NetApp and other storage solutions
• Provide Support for Veritas Netbackup and other Data Protection solutions
• Provide Support for Server and Virtual Server solutions including VMWare
• Provide Support for Cisco and other network solutions
• Must have a comprehensive knowledge of computer hardware, Software, Network, and Server technologies
• Must be able to diagnose and resolve moderately complex system hardware, software, network, and server related issues
• Must be able to read, analyze, and interpret general technical procedures, or regulations
• Ability to write reports and/or business correspondence
• Ability to utilize, compose, and maintain knowledge base articles
• Ability to effectively present information and respond to questions from groups of managers, clients, and other teammates as required
• Must have excellent customer service and interpersonal communication skills
• Must have the ability to work in a team environment and present a professional image
• Must be able to multi-task and be flexible with the assigned work schedule

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

Today's talent leads tomorrow's success. Learn about careers at Insight: jobs.insight.com

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.

Insight Manila Location: 10F-11F Robinsons Cyber Omega, Pearl Drive, Ortigas Center, Pasig City, Metro Manila, Philippines 1605.