Technical Support Engineer

JOB DESCRIPTION

Insight Global is seeking a Technical Support Engineer to support one of our clients in the charter management industry with schools in five different countries. This role is a 6-month contract with the possibility of extensions.In this role, you will act as the second-tier end-user contact, support, and resolution. You will provide customers with remote guidance and expertise to resolve technical problems, ranging from basic networking tasks (adding printers, connectivity issues, etc.) to troubleshooting various issues. This role involves providing remote and in-person technical support to front-line customers, including teachers, students, and staff.You will support service desk technicians when they escalate tickets and work directly under the systems administration/engineering team. We are looking for problem solvers who enjoy taking on challenges, as the processes for this role are still undefined. This role will be a hybrid work environment with 2-3 days in the office.Desired Skills and Experience:Service Desk Operations/Technical Support: 2 to 5 years of experiencePhone and Video/Virtual Support: Proficient experienceTechnical Skills: Experience with Chromebooks OS, Windows Desktop, and SmartboardsSoft Skills: Effective communication skills, strong customer focus, empathetic approach, good interpersonal skills, and ability to multitaskPlusses:Education Industry ExperienceGoogle Workspace/Microsoft Active Directory ExperienceZendesk Ticketing ExperienceYou must work well in a collaborative environment, as teamwork is key in this role.Key Responsibilities:Customer Support: Provide remote guidance and expertise to resolve technical problems for front-line customers, including handling issues related to printers, PCs, Chromebooks, Windows laptops, smartboards, and wireless technology (WiFi).Technical Troubleshooting: Act as the second-tier end-user contact and resolution point, managing personal ticket queues.Documentation: Accurately document user information, triage steps, resolutions, or escalation notes.Communication: Communicate effectively over the phone, email, and video calls, providing virtual support and following scripts. Escalate issues when necessary.Classroom Technology: Support in-classroom technology, including Windows laptops, smartboards (Android-based), and Chromebooks.Cyber Security: Dabble with cybersecurity tasks, such as phishing investigations.