Operations Support Technician I

About the role

This internal IT Operations position provides Level 1 support and monitoring for Insight’s internal IT infrastructure. The role is focused on incident handling, routine maintenance, and documentation to ensure reliable service delivery.

Key responsibilities

• Monitor IT infrastructure using multiple monitoring tools.
• Log and manage support issues through the ITSM platform.
• Watch shared mailboxes, Microsoft Teams, and other communication channels for incident reports.
• Participate in the team phone support queue for infrastructure issues.
• Execute MACD (Move, Add, Change, Delete) requests.
• Perform first‑level diagnosis and troubleshooting of infrastructure problems.
• Create and maintain knowledge‑base articles and support documentation.
• Escalate and track major infrastructure incidents.

Required profile

• Minimum 1 year of experience in an IT event handling/NOC role.
• At least 1 year of technical phone support experience.
• 1 year of experience using ITSM tools.
• 1 year of vendor ticket management experience.
• 1 year of general IT support experience.
• Bachelor’s degree in Computer Engineering, Computer Science, ECE, IT or related field preferred.
• Preferred certifications: Cisco, CompTIA, Microsoft, ITIL Framework.

Required skills

• Support of Windows Server and workstation operating systems.
• Basic network support knowledge.
• Proficiency with ITSM platforms.
• Experience with monitoring tools and Microsoft Teams.
• Vendor ticket management.