Technical Support Specialist II

Core Responsibilities:

• Troubleshooting software and hardware issues for end-users.

• Providing timely and effective technical support to customers via phone, email, and chat.

• Collaborating with cross-functional teams to resolve complex technical problems.

• Connecting mobile devices (iOS, Android, Windows) to a corporate infrastructure

• Documenting and tracking customer interactions and technical issues in a ticketing system.

Day-to-Day, A client of Insight Global is looking for a bright, dynamic, hands-on 2nd-line support analyst to join a talented and highly valued team. Working from the office based in Alpharetta, GA supporting 13K internal users across the USA and worldwide. You will also be liaising with 1st line service desk analysts and 3rd line senior support specialists. The client is the essential partner in the assessment of risk. Within our Business Services vertical, we offer a multitude of solutions focused on helping businesses of all sizes drive higher revenue growth, maximize operational efficiencies, and improve customer experience. Our solutions help our customers solve difficult problems in the areas of Anti-Money Laundering/Counter Terrorist Financing, Identity Authentication & Verification, Fraud and Credit Risk Mitigation, and Customer Data Management. As a Technical Support Specialist II, you will provide technical support through on-site and remote users. This role is critical for ensuring

customer satisfaction and maintaining the company's reputation. For this role, you will need to be a great communicator who understands the importance of good customer service. You must have good attention to detail, be reliable, and be highly organized. The pay rate for this role ranges between $22-27/hour based on years of relevant experience., * 5 years experience in a support role within a enterprise environment

• Azure knowledge - Entra ID/AzureAD

• Endpoint management

• Possess an extensive background in technical support and customer service.

• Be able to provide excellent customer service and communication skills.

• Experience supporting both MacOS and Windows

o Utilizing JAMF for Mac support

• Be able to troubleshoot complex technical issues in a timely manner.

• Experience with ITSM software, such as TOPdesk, Service Now, Remedy * Certifications or trainings