JOB DESCRIPTION Insight Global is looking for a 3rd Level Support Engineer to work onsite at one of their premier customers in North Houston (Spring, Texas). This person will be utilizing their advanced PC hardware and software knowledge to troubleshoot/debug complex cases that are presented from top customers. They will replicate enterprise customer issues in a lab environment and then debug/root cause the issue (hardware, OS issue, supporting software, etc.) and work with the appropriate engineering teams, vendors, and customer IT teams on issue resolution. Once a solution has been identified, they will test to make sure the proposed solution is correct before submitting to the customer. This person must advanced knowledge of PC hardware and be able to tear down a device to the sub-assembly level. They must have advanced knowledge of PC software and related items, including Windows OS troubleshooting, drivers, imaging, network connectivity, security, etc. and On occasion, this engineer will be asked to join customer calls to discuss the issue, provide updates, and assurance to the customer. REQUIRED SKILLS AND EXPERIENCE Degree in a computer related study (i.e. Computer Science, Computer Engineering, etc.) Advanced troubleshooting/debugging of software and hardware issues on PCs (laptops, desktops, and associated peripherals). Strong understanding of troubleshooting techniques to isolate/root cause issues. Strong technical support skills (diagnostics, escalation handling, enterprise customer communication/interaction) Strong understanding of PC models (notebooks, desktops, workstations) and accessories (docks, displays, peripherals), Strong understanding of PC hardware architecture (major components and their functions, as well as knowledge of potential symptoms that could relate to a hardware failure of each, GPU GRAPCHIC PROCESS UNITS, MEMORY, LAM, USB PORTS--ALL PORTS THAT MAKE UP A PC) Strong understanding of driver and firmware operations and how to troubleshoot issues with each Understanding of Windows internals (services, registry, Event Viewer, CMD commands) Experience analyzing logs and dump files System and driver testing and validation Experience with wired/wireless Network connectivity for PCs (TCP/IP, Wi-Fi, DNS, DHCP, Access Points) Scripting with PowerShell and/or Python Experience with debug/diagnostic tools (ex. Wireshark, Windows Performance Analyzer, Windbg, HP Hardware Diagnostics, and other relevant Windows or external diagnostic tools, dump files) "Student/Teacher mentality" - Be enthusiastic about learning new technologies/techniques/tools, as well as willing to share existing knowledge with others. NICE TO HAVE SKILLS AND EXPERIENCE Certifications in relevant subject Experience supporting HP branded PCs and peripherals Experience with deployment tools such as SCCM and Autopilot/Intune