Job Title: Infrastructure Support Engineer
Location: Plano, TX
Years of Experience: 3-8 Years
Job Description
Single point of contact for end user to receive support and maintenance for computers and network system
Ensure that Incidents and Service Requests have been dealt with to the Business user s satisfaction
Ensure that response time and resolution time objectives are met as defined in the SLA
Install, upgrade, support and troubleshoot for printers, computer hardware and any other authorized peripheral equipment
Implement and manage security measures to protect the infrastructure from vulnerabilitie
Collaborate with cross functional teams to support infrastructure related projects and initiative
Collaborate with business and global IT teams to identify infrastructure requirements, analyze needs, and propose solutions aligned with enterprise IT standards and policies
Ensure adherence to security, compliance, and corporate IT governance policies.
Customize desktop hardware to meet user specifications and site standards
Diagnose and quickly resolve a wide range of Windows applications and networking problems to help minimize downtime
Working knowledge of Intune, SCCM, AD, \ DHCP, DNS and remote control tools
Troubleshooting network connectivity in a LAN/WAN environment
Performs general preventative maintenance tasks on computers, laptops, printers and any other authorized peripheral equipment
Work with WDS Management team to test and deploy desktop images
Provide and support Data Centre Activities
Support all Microsoft, third party and internally designed applications.
Provide detailed documentation and communicate precisely with other IT teams as required.
Escalate issues and involve experts wherever required in order to resolve issues as quickly as possible
Ensure that there is sufficient support to clients and provide friendly customer service
Works with vendor support contacts to resolve technical problems
Knowledge of all software applications used within the organization
Responsible for tracking hardware and software inventory
Skills:
In depth knowledge of Windows desktop technologies
In depth knowledge of Desktop and laptop hardware
Intermediate knowledge of TCP/IP, DNS and Internetworking Technology
Intermediate knowledge of Microsoft Office (Word, Excel, PowerPoint, Outlook)
Knowledge of ITIL
Knowledge of Server, Voice & Communications Infrastructure
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