We are growing our US team by the hundreds this year. It's a very exciting time to join our team because we not only invest in your technology training upon onboarding, we make a commitment to continue our investment in your learning throughout your career at Infosys. We offer mentorship programs, continuing education courses with our digital classroom partners and we build our leaders on the inside with our Leadership Institute program.
As a Senior Tech Support Associate, you will provide specialized support to consulting and technical teams by contributing to various stages of the software development life cycle. You will assist the team and other Tech Support Associates by providing production and maintenance support, conducting root-cause analysis of issues, ensuring high quality and on-time customer service. You will play a critical role by contributing to the knowledge management process while interfacing with internal teams and driving higher efficiency.
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Basic Qualifications:
- Completed Associate's degree or a high school diploma with a minimum of 4 years of work experience
- Exposure to computer skills
- Attention to detail and problem solving ability
- Candidates authorized to work for any employer in the United States without employer-based visa sponsorship are welcome to apply. Infosys is unable to provide immigration sponsorship for this role at this time.
- Positions are across multiple locations within USA including Denver, CO, Raleigh NC, Orange, CA. Candidate must be located within commuting distance or be willing to relocate to the area. This position may require travel and/ or relocation.
- Google IT Support Certificate
- Experience with programing language, network, infra skills
- Experience with Microsoft Office tools, creating / maintaining excel spreadsheets
- Ability to analyze data and communicate ideas clearly
• Hardware inventory management ensuring stock levels are constantly monitored.
• Hardware request and receipt through our internal ordering system.
• Actively monitoring the ticket queue and managing requests through to completion.
• Housekeeping on IT rooms.
• Supporting events like annual power down - post desk checkouts (PC/monitors/mouse + keyboard/desk phone/headset/webcam).
• Supports hardware decommissioning events.
• Supports business moves / changes - ensure involvement in early stages of planning.
• Managing escalations through to conclusion.
• Manage client expectations.
• Setup and installation of temporary training rooms / office wide events - expos.
• Comms room patching.
• Supports work from home hardware requests.
• Ensure that policies and guidelines relating to overtime and expenses are adhered to. All local guidelines for cost control are adhered to.
• Manage own workload to ensure that assigned activities are completed within targets defined within SLA's/OLA's.
• Demonstrate high levels of customer care behaviors at all times and adopt an approach that shows consistent commitment to providing a customer focused quality service.
• Work across lines of service to ensure a coordinated approach to providing support for the customer.
• Actively participate in a program of continuous service improvement taking ownership of actions that deliver results.
• Perform basic troubleshooting, system upgrades and replacements for employees.
• Deploy equipment for new hires and refreshes and collect equipment from offboarded employees.
• Evaluate user requests and requirements and recommend effective technological solutions.
• Install, configure, and troubleshoot hardware, including desktops, laptops, and peripherals.
• Will be required to work outside Business Hours and participate in additional weekend work.
• Image/re-image computers, configure IP, phones and mobile phones.
- JIRA, Kanban