Insight Enterprises, Inc. – Mandaluyong City, Metro Manila – Requisition Number: 79286 BASIC JOB FUNCTIONS As an Intermediate Systems Administrator (Tier 2), you will be responsible for providing second line, quality support to our customers with the support and guidance of our tier 3 technicians. This position is unlike other tier 2 positions because you will be given the opportunity to take on more advanced tasks in addition to typical tier 2 work. You will be working with both on-premise and cloud customer environments with exposure to more than just the typical tier 1 escalations and basic server NOC support tasks. With the support of our Senior Systems Administrators, you will also assist with the onboarding of new customers into managed services. RESPONSIBILITIES Manage tickets o Be responsive and ensure SLO/SLA’s are met with any tickets you handle o Adhere to outlined SOPs o Be prudent when it comes to escalating tickets o Own incidents from inception to resolution End-user support o Be responsive and respectful to end-user’s concerns, questions, and problems o Deal with issues related to Workstations Mobile Devices General software troubleshooting Server support o Work with contacts at customer organizations, whether they are IT Staff, or Managers o Deal with issues related to corporate infrastructure Server Hardware Switches Routers Firewalls Access Points Storage Arrays o Software General software troubleshooting Patching Customer onboarding o Assist with process discovery o Assist with technical discovery You will be part of the team that is responsible for dealing with alerts from our monitoring systems, helping investigate and triage problems detected by our monitoring systems, working with other teams to deliver services to our customers You will be part of the tier 2 and 3 on-call rotation. This will potentially mean additional after-hours work, and additional compensation. Ensure that you are cognizant of the coverage you provide, if you are not available ensure your manager and the team are aware, additionally there may be times you are required to work outside business hours too (this is a staple of IT) Cross training and training as a team is a part of this role, if you possess skills other team members do not you may be expected to provide training, and if you require training other team members will provide you with training and mentorship as well Respect and professionalism Required Skills & Experience: Knowledge of ITIL best practices as they pertain to requests, incidents, problems, and change management Customer Service Experience via phone, and in person Knowledge of customer support operations, preferably in a managed services environment Post-secondary training or education in an applicable technology related program, or equivalent work experience 6 years work experience in IT Experience working with, and understanding of Microsoft Operating Systems Experience working with, and understanding of Microsoft Office Products Foundational knowledge of Microsoft technologies, networking, backup and other infrastructure platforms Experience with and understanding of virtualization technologies Excellent people skills Excellent written and verbal communication skills Willingness to support and mentor junior staff Able to demonstrate a high degree of flexibility including out of hours working Able to manage sensitive and sometimes confidential information Self-motivation and able to take responsibility Able to manage and prioritize and tasks and time efficiently Experience with troubleshooting and using computers and software Passion for technology and learning Easygoing, hardworking, team focused attitude The position described above provides a summary of some the job duties required and what it would be like to work at Insight. For a comprehensive list of physical demands and work environment for this position, . Today, every business is a technology business. Insight Enterprises, Inc. empowers organizations of all sizes with Insight Intelligent Technology Solutions™ and services to maximize the business value of IT. As a Fortune 500-ranked global provider of digital innovation, cloud/data center transformation, connected workforce, and supply chain optimization solutions and services, we help clients successfully manage their IT today while transforming for tomorrow. From IT strategy and design to implementation and management, our 11,000 teammates help clients innovate and optimize their operations to run smarter. Discover more at Founded in 1988 in Tempe, Arizona 11,000+ teammates in 21 countries providing Insight Intelligent Technology Solutions™ for organizations across the globe $9.2 billion in revenue in 2018* Ranked #430 on the 2019 Fortune 500, #14 on the 2019 CRN Solution Provider 500 2019 Adobe Americas Partner of the Year, 2019 Cisco Global-Americas Partner of the Year, 2019 Intel IoT Solutions Partner of the Year, Microsoft U.S. Azure Partner Choice Award for Data/AI, Microsoft Azure Expert Managed Services Provider Ranked #23 on the 2019 Fortune 50 Best Workplaces in Technology, #70 on the 2019 Fortune 100 Best Workplaces for Diversity, and #7 on the Phoenix Business Journal 2019 list of Best Places to Work (Extra Large Business) Signatory of the United Nations (UN) Global Compact and Affiliate Member of the Responsible Business Alliance Proforma to include PCM, Inc. for fiscal year ended Dec. 31, 2018 Today's talent leads tomorrow's success. Learn about careers at Insight: Insight is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation or any other characteristic protected by law. Insight Manila Location: 2nd Floor Edsa Central Pavilion Building, Edsa corner United Street, Greenfield District, Mandaluyong City, Metro Manila, Philippines 1550… – Permanent – Full-time

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