Lead Technician
San Jose, CR
In this role, you will work in a corporate environment located onsite with one of our largest and most well-known customers. You must have excellent leadership skills; be able to interact with professionalism and with all levels of Leadership - both Client and Infosys. Must have the ability to train, multitask, and supervise others in a respectful and positive manner; demonstrate all other aspects of leadership qualities. Must be able to develop good rapport and working relationship with Client. Must be able to process new information and learn very quickly. Must be able to work independently and as an engaged team member.

Responsibilities

• Preparing old equipment for re-dispositioning and e-waste handling.
• Managing inventory counts and updating the peripheral tool regularly.
• Load balancing equipment to different Intel and non-Intel sites.
• Loading/unloading assets into lockers.
• Updating and closing tasks in ServiceNow with all required fields correctly filled out or attached.
• Closing tasks within their SLA (service level agreement) timeline, if not there is an exception/explanation for the breach recorded in the task.
• Processing assets returned from clients leaving the company; cleaning and testing used systems for redeployment.
• Ensuring all client inventory assets are stored and distributed in a clean and professional manner.
• Sending emails to clients for asset collection.
• Performing inter department deliveries using company van (site specific).
• Picking up surplus equipment from users.
• Pulling new orders that come in on ServiceNow (ticketing system).
• Scrapping e-waste.
• Testing and cleaning laptops.
• Taking out trash/metal bins.
• Diagnosis and categorize the assets in non-available state in Service-Now (no assets are to be in not available status more than 10 days).
• Moderate to advanced Hardware repairs and must be comfortable with replacing PC components and PC peripherals.
• Moderate to advanced software troubleshooting and OS imaging required.
• Adjustment/troubleshooting of Monitors and docking stations in Hybrid Cube offices.
• Imaging of drives to a server location for Intel's legal department.
• Must be comfortable with working with clients directly in person, via phone, E-mail, and instant message.
• Assisting with locating systems physically or by remote means of investigation during audits.
• You will be required to cross train for other positions within the team to provide backfill coverage.
• Attending and presenting on meetings with key stakeholders on Key Performance indicators and special projects.
• Assisting clients with PC setups for new hires, refresh, or break/fix scenarios.
• Assisting with account issues, password resets, etc.
• Assisting clients with placing orders for new systems or peripherals.
• Providing backfill support in either PCLD or ITSC during periods of high volume.
• Being a point of contact for junior and Senior technicians to reach out to for guidance.
• Serving as a point of contact for escalations before they go to management.
• Leading regular daily standup meeting with your teams to review the days tasks and weekly meeting to review updates and special projects.
• Providing audit reconciliation reports when assets are not found during a scheduled audit.
• Provide hands on training of new hires, ensuring required trainings are completed in a timely manner and updating the training tracker.
• Sending recognition to team members when they exceed their performance expectations.
• Providing coaching to team members who require it and/or escalating performance, attitude, or attendance issues to the RM's.

Qualifications

Basic

• Bachelor's degree or foreign equivalent required from an accredited institution. Will also consider three years of progressive experience in the specialty in lieu of every year of education.
• At least 6 years of relevant experience in technical field.

Preferred

• 5+ years technical experience desired; Lead or previous supervisory experience
• Must be able to lift up to 35 lbs. solo.
• May be required to walk/sit/stand/crawl/kneel for extended periods.
• Must have excellent customer service skills and excellent written/verbal communication skills.
• Requires knowledge of Microsoft suite (Outlook, Excel and Word primarily), Windows 10 and Windows 11.
• Technical certifications a plus - especially A+ certification.
• Steel toed shoes may be required for safety areas.
• Must have a valid DL to drive company van (site specific).
• Must be able to pass a background check and drug screening.
• Previous shipping experience preferred.

This role is based out of Santa Ana, San José and 100% on site.

About Us

Infosys BPM Limited, a wholly owned subsidiary of Infosys Limited (NYSE: INFY), provides end-to-end transformative business process management (BPM) services for its clients across the globe. The company's integrated IT and BPM solutions approach enables it to unlock business value across industries and service lines, and address business challenges for its clients. Utilizing innovative business excellence frameworks, ongoing productivity improvements, process reengineering , automation , and cutting-edge technology platforms, Infosys BPM enables its clients to achieve their cost reduction objectives, improve process efficiencies, enhance effectiveness, and deliver superior customer experience.

Infosys BPM has 45 delivery centers in 16 countries spread across 5 continents, with 58,090 employees from 111 nationalities, as of June, 2024.

The company has been consistently ranked among the leading BPM companies globally and has received over 60 awards and recognitions in the last 5 years, from key industry bodies and associations like the Outsourcing Center, SSON, and GSA, among others. Infosys BPM also has very robust people practices, as substantiated by the various HR-specific awards it has won over the years. The company has consistently been ranked among the top employers of choice, on the basis of its industry leading HR best practices. The company's senior leaders contribute widely to industry forums as BPM strategists.

EOE/Minority/Female/Veteran/Disabled/Sexual Orientation/Gender Identity/National Origin
Infosys is an equal opportunity employer and all qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, spouse of protected veteran, or disability.