IT Desktop Support

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 plusBe 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 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 plusExperience with Intune and AutopilotNetwork 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-onsiteInfinera 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.