Field Technician

Insight Global; Pleasanton (CA); On-site; USD 60,000 - 80,000; Full time

Job summary

Insight Global is seeking an experienced Onsite Technical Support Specialist to deliver post-sales technical support, troubleshooting, and system repair for customers in a fast-paced environment. The role requires diagnosing hardware, software, OS, and basic networking issues while maintaining high customer satisfaction.

You will work independently to clarify customer needs, provide guidance, and escalate issues per procedures.

Qualifications

• Clarify customer needs and ensure they are met.
• Provide software service, pre-sales, post-sales or service delivery support.
• Mentor new hires on work processes and procedures.
• Responsible for account growth and retention.

Responsibilities

• Provide post-sales technical support and troubleshooting for customers.
• Diagnose and resolve hardware, software, operating system, and basic networking issues.
• Monitor operation performance and implement corrective action plans.
• Escalate issues per established procedures.
• Provide input about customer business and industry trends into the Account Support Plan.
• Mentor/coach new hires on work processes and procedures.

Skills

Customer service

Troubleshooting

Account management

Job description

We are seeking an experienced Onsite Technical Support Specialist to provide post-sales technical support, troubleshooting, and system repair for customers. This individual will work independently to diagnose and resolve moderately complex hardware, software, operating system, and basic networking issues while maintaining a high level of customer satisfaction. The ideal candidate is technically strong, customer-focused, and comfortable troubleshooting issues in high-pressure environments with limited supervision.

REQUIRED SKILLS AND EXPERIENCE

Ensure high level Customer satisfaction by clarifying Customer needs and ensuring that they are met. Handle Customer-relation problems promptly and appropriately, provide guidance, escalating issues according to established procedures. Provide software service, pre-sales, post-sales or service delivery support. For Mission Critical Customers, provide proactive and some reactive services. Monitor operation performance and work on corrective action plans (if needed). Provide input about Customers business and industry trend information into Account Support Plan. Mentor /Coach new hires on work process and procedures. Responsible for account growth and retention.

NICE TO HAVE SKILLS AND EXPERIENCE

• Typically has 2-5 years of related work experience, preferably in maintenance, quality, or a related field.