Summary of essential job functions:
- Diagnose and resolve software and hardware incidents, including operating systems (Windows) and across a range of software applications.
- Maintain a high level of customer service by responding to user requests in a timely fashion and work independently to complete assigned tasks as quickly as possible.
- Take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the user as soon as possible; escalating incidents to support team where necessary.
- Accurately record, update and document requests using the IT Helpdesk system ManageEngine ServiceDesk.
- Assist with administration of Office365 including email and SharePoint.
- Maintain Windows Active Directory, Users, Groups and other records as needed.
- Intune and Autopilot Device Management required.
- Intune administration a plus
- Be able to communicate effectively with technical and non-technical colleagues at all levels in the organization.
- Work within the relevant legislation, policies and procedures.
- Troubleshooting issues relating to AV equipment and conference rooms.
- Install, configure, and test computer hardware, networking software and OS software both manually and via endpoint management tools.
- Assist in planning, coordination, and implementation of company network security measures to protect data.
- Assist with Server and Network Team support (Level 1-2 support)
Required Knowledge, Skills and Abilities:
- Be a highly self-motivated team player with the skills and ability to manage changing priorities.
- Understanding of Office365, SharePoint, Exchange Online and Teams.
- Assist remote users over the phone and through Microsoft Teams.
- Create, maintain, and publish relevant support documentation in order to assist all staff in the quick resolution of their incidents and service requests and enable users to become more self-sufficient.
- Experience with Microsoft Office365, Active Directory administration, and virtualization technologies.
- Experience with endpoint maintenance, software installation, diagnostics, and repair.
- Proficient with Windows 10, Windows 11, Windows Server (2012 and above) and the Microsoft Office suite. Linux a plus
- Experience with Intune and Autopilot
- Network peripheral configuration, management, firmware upgrades, and diagnostics.
- Demonstrable skills debugging issues on client machines.
- Demonstrable understanding of cyber security.
- Able to learn quickly and work productively.
- Outstanding user service skills and time management skills.
- Effective communication skills, both written and verbal in English.
- Education and Experience: BA or BS degree or at least five years' experience in an IT environment
#LI-DW1
#LI-Onsite
Contractor
“This position requires direct or indirect access to certain confidential information, hardware, software, technology, or technical information (referred to here as “Export-Controlled Information”) controlled under the U.S. International Traffic in Arms Regulations (ITAR) and/or the U.S. Export Administration Regulations (EAR). All personnel in this position must be eligible to or be able to obtain authorization from the appropriate agency to access applicable Export-Controlled Information. The U.S. Department of Commerce currently requires a foreign person with a most recent citizenship or permanent residency of Sudan, Ukraine, or a country currently designated in Country Group D:1, E:1 or E:2 (Supplement No. 1 to Part 740, Title 15) to have an export control license to access our Export-Controlled Information, unless they meet certain exemptions provided under U.S. export control laws and regulations. The list of applicable countries in Country Group D:1, E:1 or E:2 may be updated by the U.S. government from time to time. The current processing time for an export control license is approximately 4 to 6 months.
Your employment or engagement with Infinera shall be contingent on verifying your eligibility or requirement for obtaining a necessary license and/or authorization from the appropriate agency. You will be required to provide certain information for export control compliance assessment purposes, and your information will be reviewed by Infinera's hiring and export control teams to ensure compliance with the U.S. export control laws and regulations. Infinera will collect necessary documents (such as proof of citizenship etc.) to assess license/authorization requirements if you are offered and accept the position.”
Infinera is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. Infinera complies with all applicable state and local laws governing nondiscrimination in employment.
