Join Our Team As Helpdesk Engineer - Infinity Network Solutions

Infinity Network Solutions is a customer focused and results-oriented network design, installation and managed services company. With a keen eye for detail and a highly-trained staff of experts, we are positioned to deliver in the increasingly technology-driven world of communications. We are looking for someone with strong technical, troubleshooting and analytical skills – combined with a keen ability to communicate well in both verbal and written form. If chosen to be a part of our team, you join our helpdesk group with opportunities for career growth.

Essential Duties

The Helpdesk Engineer will manage and support our clients’ Windows infrastructure, along with various network & application-based systems and structures.

  • Ensure proper reception of all calls, incidents, and service requests; also establish an initial diagnosis /​ resolution
  • Route calls and service requests to different of internal and external groups when required.
  • Follow-up on tickets until their final resolution and inform employees of our clients that their requests have been completed
  • Identify and document recurring and /​ or major incidents in order to recommend best practices in correcting these issues
  • Contribute to the overall effectiveness of the organization by adopting a proactive approach that allows exceeding the expectations of our corporate clients.
  • Position will be office based with scheduled local travel
  • May be part of an on-call/first rotation and will rotate this responsibility to support client 24×7 operations
  • Resolve issues or escalate appropriately within organization
  • Daily interaction with employees at various levels within the organization
  • Upholds Infinity Network Solutions’ company values
  • To meet/exceed expected reliability standards

Knowledge, Skills, and/or Abilities Required:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

  • Ability to provide rapid response and resolution to client issues
  • Exceptional Client Service Skills
  • Ability to work multiple issues at the same time
  • Expert level knowledge in network and telephony systems
  • Strong attention to detail
  • Strong interpersonal and communication skills
  • Ability to coordinate and prioritize multiple projects or tasks
  • Excellent phone manner, as well as listening and follow-up skills
  • Independent go-getter: proactive, takes initiative, works well without supervision, identifies problems and solutions and takes action before issues arise, takes responsibility
  • Must possess excellent time management skills
  • Excellent verbal and written communication skills

Expected Outcomes:

  • Improve customer service, perception, and satisfaction
  • Quickly respond to customer requests
  • Ability to work in a team and communicate effectively
  • Improve usage and increase productivity of IT support resources
  • Escalate service requests that cannot be scheduled within agreed service levels
  • Responsible for entering time and expenses as it occurs
  • Ensure detailed service tickets are maintained for each service request

To apply for the Helpdesk Engineer position posting, please following this link.