About Infosys:
Infosys is a global leader in next-generation digital services and consulting. We enable clients in more than 56 countries to navigate their digital transformation. With over three decades of experience in managing the systems and workings of global enterprises, we expertly steer our clients through their digital journey. We do it by enabling the enterprise with an AI-powered core that helps prioritize the execution of change. We also empower the business with agile digital at scale to deliver unprecedented levels of performance and customer delight. Our always-on learning agenda drives their continuous improvement through building and transferring digital skills, expertise, and ideas from our innovation ecosystem.
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Location: Karratha & Perth, Western Australia
Role: Tech Zone - (EUC, H&F, Laptop, Mobile, Infra)
Salary range: AUD 108,571- 119,893(Annual Gross)
Responsibilities
The role is expected to carry out following function/activities as part of this job at Perth.
- Provide L2 support to EUC environment in compliance with established IT Service management processes and meeting agreed SLAs.
- Provide hands and feet support for all EUC devices (Windows PC, Apple devices, Mobiles devices, Peripherals).
- Maintains, repairs and troubleshoots desktop/ laptop OS, hardware and software packages.
- Provide L1 support for desktop applications (Outlook, MS Teams, Skype, SharePoint, MS Office, Zscaler, other COTS applications)
- Troubleshoot issues related to VPN and antivirus.
- Desktop printer configuration and troubleshooting
- Provide L1 support for VDI issues
- Re-image machines
- Troubleshoot issues with software deployment
- Assist user with user account related issues
- Perform tech bar support as per customer requirement
- Fulfillment of service requests
- Provide support to user for data migrations and user profile migrations
- Collection and safe disposal of old devices
- Deliver new mobile devices to users
- Help users configure mobile devices for usage in customer environment
- Support users for issues with mobile devices and interface with vendors to resolve them
- Swap devices for users and provide local assistance for issued faced
- Support for Apple devices including patch management
- Hardware Asset Management
- Works with third party vendors as required for incident and service request resolution
- Stay current on technology suitable for client environment (i.e. software, desktop images, and hardware).
- Travel to satellite client offices as required
- Complete any client specific certifications needed for performing the job
- Work with offshore teams
Experience/Skill requirements
- 5-7 years' experience supporting EUC devices in IT Infrastructure function
- Good experience in troubleshooting desktop/ laptop issues
- Experience in supporting Apple Devices
- Experience in providing ITIL based support for EUC environment
- Good understanding of ITIL processes
- Experience working with hardware and software vendors
- Experience in providing support to printers, scanners and fax machines
- Basic knowledge of VPN, VDI and antivirus technologies
- Experience in re-imaging machines
- Good skills in patching and software deployment
- Experience in supporting corporate mobile devices
- Must have knowledge of typical desktop applications, (Outlook, MS Teams, Skype, SharePoint, MS Office)
- Should have good understanding of Microsoft Active Directory, DHCP and DNS
- Should have good understanding of user profile management
- Attention to detail and strong organizational skills.
- Effective communication and collaboration within a team.
- Adaptability to changing priorities and ability to work in a fast-paced environment.
- Excellent Customer Interfacing and Vendor Management Skills.
- Excellent Written and Verbal Communication skills.
- Strong attention to detail and outstanding analytical and Problem-Solving skills.
Please note in order to protect the interest of all parties involved in the recruitment process, Infosys does not accept any unsolicited resumes from third-party vendors. In the absence of a signed agreement, any submission will be deemed as non-binding and Infosys explicitly reserves the right to pursue and hire the submitted profile. All recruitment activity must be coordinated through the Talent Acquisition department.
"All aspects of employment at Infosys are based on merit, competence and performance. We are committed to embracing diversity and creating an inclusive environment for all employees. Infosys is proud to be an equal opportunity employer."