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Customer Operations Engineer (Level 2)

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Hunger, Heart, Harmony. The three core values that we represent and strive to display. This is who we are, and by living these behaviors here at Insight, we’re doing amazing things.Insight started in a garage in 1988. It's through harnessing these three core values that two brothers, Eric and Tim Crown, steered Insight to become a Fortune 500 company. We are a Global IT Services and Solutions business, passionate about helping customers and the real people who sit behind them.Along with excellent benefits and a compelling reward package, we offer the opportunity to work in a supportive environment with a high level of autonomy and creativity – there’s a reason our average employee tenure is over 6 years.We believe that by giving you the freedom to think big and empower you to reach your full potential, together we will achieve the best outcomes.The Insight Managed Services practice is responsible for delivering, managing, and promoting our service portfolio to Insight’s EMEA Clients. By keeping up to date with the latest technologies, accreditations, and processes the practice proactively provides and ensures an exceptional level of client experience.The Customer Operations Engineer is the definition of technical and service excellence which is critical to the success of the Insight Managed Services and key to our clients. This role takes responsibility for complex troubleshooting and root causes analysis to fix complex underlying problems.We are looking for someone to join our team in Sheffield OR MadridMain DutiesEngage with all relevant internal stakeholders and directly with the Client to offer a world-class technical expertiseRespond to all requests and escalations from clients, communicating in the most customer-centric way, keeping detailed and clear ITSM Ticket logsPerform root cause analysis and problem management to identify underlying causes of incidents, drive technical client focussed improvements, and support other Customer Operations teammates with these activities.Act as ambassador and champion to all Customer Operations 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.Represents the Customer Operations team both internally and with our partners to ensure client satisfaction and service levels are maintained at all times.Experience RequiredCisco CCNA/CCNP OR NetApp NCDA/NCSE Skills in Customer Service, supporting service design, Technical Client Service Reviews, Technical Report Writing and complex troubleshooting skills in Customer Service, Proposal/SOW writing, supporting service design, Technical Client Service Reviews, Technical Design, Technical Report Writing and complex troubleshootingRoot Cause Analysis and Problem analysisTechnical training design and deliveryHigh attention to detail and a keen service orientationIn addition to competitive remuneration, we also offer other benefits including the ability to purchase additional annual leave, buy IT products at cost price, anniversary awards, and paid volunteer days to allow you to give back to your local community.Insight is an equal opportunity employer and we’re committed to achieving diversity and equality within our organization. We seek out people from diverse backgrounds and encourage you to approach challenges.We will endeavor to contact you within 5 working days, should we feel your profile is a good match for this role. Please consider regretfully that your application has not been progressed should you not hear from us within this timeframe.About InsightWe believe that by giving you the freedom to think big and empower you to reach your full potential, together we will achieve the best outcomes. Along with excellent benefits and a compelling reward package, we offer the opportunity to work in a supportive environment with a high level of autonomy and creativity – there’s a reason our average employee tenure is over 6 years.We strive to display our three core values of Hunger, Heart, and Harmony every day. They represent and drive who we are here at Insight and by doing so we are doing amazing things. Insight started in a garage in 1988 and it is through harnessing our three core values that two brothers, Eric and Tim Crown, steered Insight to the Fortune 500 company it is today. We are now a global IT Services and Solutions business, passionate about helping customers and the real people who sit behind them.Application DetailsInsight is an equal opportunity employer, and we are committed to achieving diversity and equality within our organization. We seek out people from diverse backgrounds and encourage you to apply.We will endeavor to contact you within five business days, should we feel your profile is a good match for this role. If you do not hear from us within this timeframe, please presume that on this occasion, your application was not successful.

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