Insight Managed Services Engineer – 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 central interface between services, technology and the client’s IT department and is critical to the success of our business. Will work closely with the Insight Managed Services (IMS) Analysts on any escalations and jointly own all client communication to ensure a consistent and positive service delivery.

KEY DUTIES AND RESPONSIBILITIES

• Drive all queries from client’s IT departments to resolution in a professional and positive manner.
• Be proactive in owning issues and progresses requests from the initial engagement, all the way to resolution, ensuring the client has timely and constructive updates.
• Respond to any events, working in accordance with the Event Management process, troubleshooting the clients infrastructure.
• Work within our Insight Technology Services Management (ITSM) solution, supporting and following the incident management, problem management, change management and request fulfillment processes efficiently & effectively.
• Communicate all relevant service details to the client in an appropriate communication method for the client and the nature of service, recording any actions taken.
• Coordinate activities with internal and third party resource and update customer.
• Attend client sites as required.
• Represent Insight Managed Services (IMS) both internally and with our partners to ensure client satisfaction and service levels are maintained at all times.
• Focus on self-development to enhance your client services skills as well as your technical skills.
• Diagnose and resolve complex post-sales technical inquiries.
• Identifies trends in events and incidents to seek out root causes and fix underlying issues to maximize the client experience and reduce repetitive work. Has ownership for root cause analysis in area of specialization.
• Perform administrative support activities on Insight and client systems (for example Office 365 and Azure).
• Accept and direct escalations either internally or to third party partners.
• Coach, train and act as a role model to junior members of the team.
• Update the IMS knowledge management system in the role as author and support of team-mates and clients as well as other documentation for clients and team-mates.

• ITIL – Foundation
• ITIL good understanding of
- Change Management
- Event Management
- Problem Management
- Knowledge Management
- Asset & Configuration Management
- Incident Management
- Release and Deployment Management
• Support skills Hybrid Cloud Variant
- Azure, VMware or AWS and Server
- Data Migrations
- Monitoring
- Networking
- Patching
- Storage, Backup & Restore
• Support skills Connected Workforce Variant
- Collaboration
- Migrations
- Office 365
- Ms Teams
- OneDrive
- Patching
- Platform administration
• Customer service, troubleshooting and root cause analysis skills.
• High attention to detail and a keen service orientation