What are the responsibilities and job description for the Technical Support Specialist position at Infosys?
Infosys is seeking a Help Desk Technical Support Specialist to provide internal IT support at Evansville,IN. Technical Support Specialists will have both technical and customer service skills and convey a strong presence, professional image, and deal confidently with technical problems on the phone, via email, helpdesk tickets, or remote tools. The Technical Support Specialist utilizes several management tools and processes to resolve a high percentage of cases on the first touch and leverages technical skill to solve simple to moderately complex hardware, software, and networking issues.
Required Qualifications:
Preferred Qualifications:
About Us
Infosys is a global leader in next-generation digital services and consulting. We enable clients in 46 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.
Visit www.infosys.com to see how Infosys (NYSE: INFY) can help your enterprise navigate your next
EOE/Minority/Female/Veteran/Disabled/Sexual Orientation/Gender Identity/National Origin
Required Qualifications:
- Candidate must be located within commuting distance of Evansville, IN or be willing to relocate to the area. This position may require travel in the US.
- 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 1 years of Information Technology experience
- At least 2 years’ experience in customer service or a help desk environment; interest in IT field a plus.
- Handle Tier 1 help desk escalations through the company’s internal ticketing system.
- Troubleshoot common IT problems and have a thorough working knowledge of day-to-day operating environment, available tools, and client applications.
- Perform basic windows administration such as password resets and file and folder administration.
- Basic internet connection troubleshooting.
- Escalates more complex technical problems to Technical Support Specialist II or other IT specialists as appropriate.
- Follow up on outstanding requests and ensure timely resolution.
- Fully document all troubleshooting steps and create knowledgebase articles of resolutions.
- Adhere to established IT policies, procedures and standards and ensure their conformance with information systems goals and procedures.
- Follow the established standards for documenting tickets, configurations, and standard operating procedures
- Responsible for compliance policy adherence, including password management, documentation, maintenance, provisioning access, and data protection procedures.
- Help minimize downtime impact on users through accurate communication and efficient problem resolution for unscheduled downtimes.
- Maintain a thorough working knowledge of the day-to-day operating environment, available tools, and client applications.
- Interact with IT management frequently through timely reporting of operational activities, and with all team members on support issues and needs assessments.
Preferred Qualifications:
- Excellent verbal, written and interpersonal communication skills.
- Ability to work with all levels of management under pressure and strict deadlines.
- Ability to provide guidance to others to improve team performance.
- Ability to communicate technical information, both verbal and written, to a wide range of end-users.
- Proven organizational skills and ability to prioritize and follow up on work.
- Demonstrated ability to work independently with minimal oversight.
About Us
Infosys is a global leader in next-generation digital services and consulting. We enable clients in 46 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.
Visit www.infosys.com to see how Infosys (NYSE: INFY) can help your enterprise navigate your next
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