Infinity Consulting Solutions, Inc
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Overview To manage the in-house desktop environment as part of our Global Technical Services team. Liaise with and help by following the sun model for approximately 850 total remote and in-location users worldwide. Role and Responsibilities Providing 1st and 2nd line helpdesk support to users, assisting them with hardware and software problems via phone, Slack, email and Incident Management ticketing system Assisting with new PC / Laptop deployment. Managing upgrades and rollouts to software. Assisting with the purchase of client equipment. Microsoft O365 tenant management. Support users remotely and in the office. Maintain a high degree of customer service for all support queries and adhere to all service management principles. Take ownership and be pro-active when dealing with user issues. Log all calls in the call logging system. Support users in the use of computer equipment by providing necessary training and advice. Escalate more complex calls to the relevant infrastructure department. Notify relevant staff to arrange for external technical support where problems cannot be resolved in house. Perform moves, adds changes of users. Update client configuration files. Build PCs. Carry out in-house system testing. Be responsible for in-house system back-ups. Required Skills and Experience Previous Helpdesk experience. Excellent soft skills. Strong working knowledge of Microsoft based operating systems and products. Strong working knowledge of MacOS based systems. Experience with Office 365 Administration. Experience with Jamf administration. Experience with Exchange Server Administration (2016/2019). Some TCP/IP experience. Basic understanding of PC hardware set-up and configuration. Hands on' approach and a willingness to learn. Flexible, pro-active approach. Bachelor's Degree Minimum one-year Desktop Support experience required Desired Skills Dell and Lenovo workstations/laptops Symantec Endpoint Protection Active Directory Azure AD VMWare vSphere Citrix Duo RSA AirWatch and Microsoft Intune MDM Jamf Cisco VPN Windows 10 Microsoft Office 365 Exchange Cisco IP Phones Jira PowerShell Python