Insight Managed Services Consultant – Bi-Lingual

Insight is a Fortune 500-ranked global provider of hardware, software, cloud and service solutions, providing clients the guidance and expertise needed to define, architect, implement and manage technology today while transforming for tomorrow.

Utilising the teammates language skills, this role is the definition of technical and service excellence which is critical to the success of the Insight Managed Services (IMS) and key to our clients. The IMS Consultant takes responsibility for complex troubleshooting and root causes analysis to fix complex underlying problems.

KEY DUTIES AND RESPONSIBILITIES

• Engage with all relevant internal stakeholders and directly with the client to offer a world class technical and service expertise.
• Highly specialized in at least one area and likely multiple technology fields, staying on top of the latest technologies in the areas of their expertise.
• Maintain a level of expert knowledge, skills and certification, in specialists areas and in alignment with business needs and manufacturers requirements to support the strategic needs of the business and providing the right level of technical advice to clients.
• Respond to all requests and escalations from IMS staff and clients, communicating in the most client centric way and keeping detailed and clear ITSM ticket logs.
• Be pro-active in owning issues and driving progress requests from initial request, all the way to resolution, ensuring all parties have timely and constructive updates.
• Diagnose and resolve complex post sales technical inquiries, following industry best practices.
• Perform root cause analysis to identify underlying causes of incidents, and support other IMS teammates with these activities.
• Be actively involved in technical on-boarding of complex IT services.
•Will play a significant role in technical service reviews with clients and service delivery managers.
• Contribute to service design activities, proposal writing and statement of works writing.
• Co-ordinate activities with internal and third party resource and update clients.
• Own deployment, configuration and administrative support activities for Insight & client systems and tools.
• As required attend client sites and offer out of hours escalation availability.
• Act as ambassador and champion to all IMS service management systems and processes including event management, incident management, problem management, change management, request fulfillment, quality management and our ITMS solution and other tools, along with contributing to their continuous improvement.
• Coach, train and act as a role model to all Insight Managed Services teammates. The candidate is expected to be a role model for all IMS teammates.
• Own the knowledge management and training for your area of expertise, including defining structures in the Knowledge Management System (KMS), auditing submissions, creating articles and training plans.
• Will have the capacity to work on several parallel projects, able to efficiently prioritize tasks whilst managing existing workloads. Takes pride in their ability to provide an accurate solutions with a high level of attention to detail.
•Actively contributes to service, system and process design and architecture in technical matters. Owns syst ems, testing, their deployment and ongoing management.
• Represents Insight Managed Services both internally and with our partners to ensure client satisfaction and service levels are maintained at all times.

• ITIL - foundation
• ITIL good understanding of
- Change Management
- Event Management
- Incident Management
- Knowledge Management
- Problem Management
- Release and Deployment Management

• Support skills Hybrid Cloud Variant
- Azure, VMware or AWS and Server
- Monitoring deployment
- Networking
- Data and Site Migrations
- Storage, Backup & Restore
- System & Platform deployment/management
• Support skills Connected Workforce Variant
- Office 365 & Collaboration
- SharePoint
- Migrations
- Networking
- Platform administration
- Mobile Device Management
• Some of these complimentary support skills
- Package building and testing
- Monitoring probe deployment and config
- App deployment & configurations
• SME in area of expertise – Network/Storage/Server/Security
• Skills in
- Customer Service
- Proposal/SOW writing
- Supporting service design
- Technical Client Service Reviews
- Technical Design
- Technical Report Writin
- Complex troubleshooting
• Root Cause Analysis and Problem analysis
• Technical training design and delivery
• High attention to detail and a keen service orientation