Job Description
Insight Global is looking for a Technology Services Engineer to join their clients team.
• Primary Technical Account Management
o Serve as the primary point of contact for assigned client accounts on all technical matters, including security incidents, IT projects, and major technical issues. Build strong relationships with clients to understand their needs and align our technical solutions.
o Engage with clients to explain technical solutions, provide updates on service requests, and address concerns. Translate complex technical concepts into clear, business-oriented language to maintain client trust and satisfaction.
• Service Implementation and Project Execution
o Lead the deployment, configuration, and management of IT solutions, such as servers, networks, cloud services, or software applications. Manage technical projects for client accounts, ensuring successful delivery within scope, timeline, and budget.
• Major Incident Management and Response
o Lead resolution of critical technical issues for client accounts, such security breaches, complex infrastructure challenges, and system outages.
o Coordinate with internal teams and third-party vendors to ensure swift and effective resolution while keeping clients informed throughout the process.
• Service Ticket Oversight and Escalation
o Assist with oversight of service ticket lifecycle for assigned account by following up with service desk employees, technicians, and engineers on aging tickets, providing guidance, and prioritization.
• Technical Support
o Diagnose and resolve advanced technical issues related to client IT infrastructure, including networks, MS365 tenants, and cybersecurity.
o Act as a Tier 3 engineer to troubleshoot and resolve complex tickets escalated beyond initial support levels.
• Innovation and Documentation
o Identify opportunities to enhance client systems through upgrades, patches, or new technologies. Provide strategic recommendations to improve performance, security, and alignment with client business goals.
o Annual development and updating of client technology roadmap along with other internal team members.
o Maintain comprehensive records of client systems, configurations, service activities, and ticket resolutions in ticketing systems and knowledge bases. Share insights with the team to improve support processes.
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/.
Required Skills & Experience
Must-haves
- Associates or Bachelors Degree in IT
o Technically doesn’t have to be in IT but heavily preferred
- A+, Net+, etc certifications
o Again technically a plus but would like to stick to this initially, shouldn’t be hard to find
- 2+ years of helpdesk experience
o Field tech experience is a big plus
- Reliable transportation for when they travel twice a month
- Must be professional, have great communication and a friendly demeanor
Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.