Positions – Infinet Solutions

Network Support Engineer

InfiNet Solutions is comprised of a dynamic group of professionals dedicated to bringing Fortune 500 I.T. solutions to small and mid-sized businesses in Omaha. We understand the distinctive needs of this niche market and has based our business model around providing them with a superior quality IT solution that has been previously out of reach due to cost and personnel factors – a solution that is extremely versatile, scalable to company size, and can be customized to virtually any business sector.

For this position, we are looking for key candidates who possess a strong service/support orientation. The Network Support Engineer will be responsible for maintaining the design and integrity of customer’s internal infrastructures. This relates to all technology, to include: workstations, servers, printers, networks, and vendor specific hardware and software.

POSITION RESPONSIBILITIES:

65% – IT Support (Client Resolution)

Responsible for providing IT support relating to technical issues involving Microsoft’s core business applications, as well as environments built on Citrix, Microsoft and Apple
Accountable for delivering support services for Microsoft technologies: Windows Server, Exchange, SQL, SharePoint, etc.
Troubleshoot and resolve general PC issues that clients may have
Work collaboratively with peers in order to help solve clients issues in a timely manner
Liable to ensure that once a ticket has been assigned to you – you must complete the ticket according to SLA standards
Perform technical services and support at the network level: WAN and LAN connectivity, routers, firewalls, and security
Ability to work collaboratively with your team in order to effectively diagnose and repair PC matters
Implement and perform disaster recovery operations
Ensure that service issues that cannot be completed within agreed service are being escalated to a greater level

20% – Customer Communication

Responsible for answering all incoming client calls of non-ticketed problems
Communicate with clients to keep them informed of incident progress, notifying them of impending changes or agreed outages
Improve the overall customer experience for our clients

15% – Monitoring Ticket Boards/Documentation

Responsible for viewing and assigning tickets to the appropriate board
Enter all work as service tickets into ConnectWise
Responsible for ticket documentation to include both system reviews and recommendations
Maintain logs related to network functions as well as maintenance and repair records
Document internal processes and procedures related to duties and responsibilities

To perform this job successfully, an individual must be able to perform each of the requirements listed below:

Professional IT Certifications, such as: Microsoft MCP, MCSA, or MCSE, Citrix CCEA or CCIA, Cisco CCNA, or VMware VCP
Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care
Diagnosis skills of technical issues
Technical awareness: ability to match resources to technical issues appropriately
Service awareness of all organization’s key IT services for which support is being provided
Understanding of support tools, techniques, and how technology is used to provide IT services
Typing skills to ensure quick and accurate entry of service request details
Self-motivated with the ability to work in a fast moving environment

Join our team today. Click here to apply online.

Network Support Engineer Read More »

On Site Technical Support Technician

The On Site Technical Support Technician is responsible for all onsite service and support needs for our customers. This relates to all technology, to include: workstations, servers, printers, networks, and vendor specific hardware and software. This person takes ownership of the client’s technical environment. From a 10,000 foot view and is responsible to:

Maintain client satisfaction with their environment
Ensure that their technology is functioning properly
Coordinate with BTA to implement business goals

POSITION RESPONSIBILITIES:

65% – IT Support (Client Resolution)

Responsible for providing IT support relating to maintenance of the clients physical network through: Verification and currency of Centralized Services functionality (Backups/ AV/Malware/Patching).
Develop and deploy onsite proactive services that will reduce the need for reactive support.
Acting as onsite technical support for user issues including allocating and maintaining loaner equipment.
Performing regular onsite, staging and repair services.
Taking accountability for any deficiency by following the ticket through to completion, either through your own work or following up on the work of one of your peers.
Work collaboratively with peers in order to help solve clients issues in a timely manner

20% – Customer Communication

Acting as the primary contact for issues that need to be escalated to support centre
Ensure all issues are followed up on
Improve the overall customer experience for our clients
Measure and gauge client satisfaction.

15% – Complete Ticket Notes/Documentation of Policies and Procedures

Responsible for documentation to include both system reviews and recommendations
Document internal processes and procedures related to duties and responsibilities

To perform this job successfully, an individual must be able to perform each of the requirements listed below:

Professional IT Certifications, such as: Microsoft MCP, MCSA, or MCSE, Citrix CCEA or CCIA, Astaro appliances CSSA, Cisco CCNA, or VMware VCP
Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care
Diagnosis skills of technical issues
Technical awareness: ability to match resources to technical issues appropriately
Service awareness of all organization’s key IT services for which support is being provided
Understanding of support tools, techniques, and how technology is used to provide IT services
Typing skills to ensure quick and accurate entry of service request details
Self-motivated with the ability to work in a fast moving environment

Join our team today.