Technical Support Engineer

Insight Global is seeking a Technical Support Engineer to support one of our clients who is in the charter management industry with schools in five different countries. This role is a 6-month contract with the possibility of extensions. This will be a hybrid role - 2 to 3 days in office. In this role you will be acting as the second-tier end user contact, support, and resolution. You will be providing customers with remote guidance and expertise to resolve technical problems. Problems will range from basic tasks in networking (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. This team that will help support the service desk technicians when they escalate tickets and will be directly under the systems administration/engineering team. In this role we are looking for people who are going to be problem solvers, as the processes for this role are still undefined, so we are looking for people who like to take on a challenge. You must be someone who works well in a collaborative environment as teamwork is key in a role like this. 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. 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 ... . To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: . Skills and Requirements - Must have strong knowledge of service desk operations / technical support 2 to 5 (max) years of experience - Proficient experience with phone and video / virtual support - Technical Skills: Experience with Chromebooks OS, Windows Desktop, and Smartboards - Soft Skills: Effective communication skills, strong customer focus, empathetic approach, good interpersonal skills, and ability to multitask. - Education industry experience - Google workspace / Microsoft Active Directory experience - Zendesk Ticketing experience null 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 employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to 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 oruniformed service member status, or any other status or characteristic protected by applicable laws, regulations, andordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to ....