About Company
Insight Enterprises is a Fortune 500 solutions integrator, helping organizations worldwide architect, build, and deliver successful digital transformation solutions. With a global presence and deep expertise across technology solutions, cloud, data, and edge, we empower businesses to accelerate their growth and achieve their strategic goals. We pride ourselves on our inclusive culture, innovative spirit, and unwavering commitment to making a meaningful impact for our clients, partners, and communities. Joining Insight means becoming part of a team that values collaboration, continuous learning, and client success. Our purpose is to Make a Connected World and we believe in empowering our teammates to achieve their full potential, providing the tools and environment for professional growth and innovation. From strategic IT planning to managed services and hardware procurement, Insight delivers comprehensive solutions that drive real business outcomes.
Job Description
Are you a tech-savvy problem-solver with a passion for helping others? Insight Enterprises is seeking a dedicated and enthusiastic Technical Support Representative to join our remote service team. In this pivotal role, you will be the first point of contact for our valued clients, providing critical technical assistance and ensuring their IT systems run smoothly. This is a fantastic opportunity for individuals who thrive in a fast-paced environment, possess excellent communication skills, and are driven to resolve technical challenges efficiently from the comfort of their home office in the Maricopa, Arizona area. As a Remote Technical Support Representative, you will be instrumental in maintaining client satisfaction by diagnosing and resolving a wide array of hardware, software, and network issues. You’ll utilize various remote diagnostic tools, knowledge bases, and collaborative platforms to troubleshoot common and some complex technical problems, escalating more intricate issues to senior support engineers when necessary. Your ability to communicate complex technical information clearly, patiently, and empathetically to users of varying technical proficiencies will be paramount to your success. We are looking for someone who is proactive, detail-oriented, and committed to providing world-class support, ensuring a seamless and positive experience for our diverse client base. This position offers a chance to grow your technical skills, work with cutting-edge technologies, and be an integral part of a supportive and dynamic team, all while enjoying the flexibility and autonomy of a remote work model.
Key Responsibilities
- Provide first-level technical support via phone, email, and chat for hardware, software, and network-related issues.
- Diagnose and resolve technical problems efficiently and effectively, guiding users through step-by-step solutions.
- Utilize remote access tools to troubleshoot and resolve issues on client systems.
- Document all support interactions, resolutions, and follow-up actions accurately in the ticketing system.
- Escalate complex or unresolved issues to appropriate senior technical staff or other departments.
- Maintain a high level of customer satisfaction through professional and courteous service.
- Contribute to the knowledge base by creating and updating technical documentation.
- Stay current with new technologies and changes in the IT landscape relevant to client environments.
- Adhere to company policies, procedures, and service level agreements (SLAs).
Required Skills
- Minimum 2 years of experience in a technical support or help desk role.
- Proficiency with Windows operating systems (Windows 10/11) and Microsoft Office Suite.
- Strong understanding of basic networking concepts (TCP/IP, DNS, VPN).
- Experience with troubleshooting hardware (laptops, desktops, printers) and software applications.
- Excellent verbal and written communication skills with the ability to explain technical concepts clearly.
- Exceptional problem-solving and analytical abilities.
- Ability to work independently in a remote environment with minimal supervision.
- Strong customer service orientation and interpersonal skills.
Preferred Qualifications
- Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field.
- CompTIA A+, Network+, or Microsoft Certified Professional (MCP) certifications.
- Experience with IT Service Management (ITSM) tools (e.g., ServiceNow, Zendesk).
- Familiarity with cloud platforms (e.g., Azure, AWS, Google Cloud).
- Previous experience supporting remote users and utilizing remote diagnostic tools.
Perks & Benefits
- Comprehensive Medical, Dental, and Vision insurance plans.
- 401(k) retirement plan with company matching contributions.
- Paid time off (PTO) and company-paid holidays.
- Opportunities for professional development and continuous learning.
- Employee assistance program (EAP).
- Flexible remote work environment.
- Collaborative and supportive team culture.
- Access to a wide range of cutting-edge technology and training.
How to Apply
Interested candidates are encouraged to apply by clicking the link below. Please ensure your resume highlights your relevant experience and technical skills. We look forward to reviewing your application and potentially welcoming you to the Insight team!