Desktop Support Engineer

Overview:

The Infosys Retail, Consumer Goods, and Logistics unit stands as a globally respected partner of choice, dedicated to helping clients achieve their business goals through cutting-edge technology and seamless services. Our unit offers a dynamic forum where projects and teams can effectively learn, adopt, and excel in all technologies. We foster a vibrant community that leverages shared skills and experiences to deliver high-quality, value-enhanced solutions. Join us and become part of a team that drives innovation, operational efficiency, and sustainable growth in the retail, consumer goods, and logistics sector. Together, we can shape the future of these industries and achieve remarkable success.

In the assigned Job Role of Technology Consultant 1, your Area Of Responsibility will be as below:

• Assist in conducting targeted interviews and workshops to capture user needs, and ensure accurate documentation of stakeholder requirements.
• Participate in design discussions to capture software specifications, and aid in creation of process documentation.
• Develop, refine, and document code for new software applications, following detailed design specifications to meet user requirements.
• Execute test plans, analyse outcomes, and report defects to the development team, to facilitate enhancement of software performance.
• Support the integration of new software features, facilitating smooth transitions within the existing system infrastructure.
• Monitor and troubleshoot live applications, ensuring prompt resolution of issues and creation of comprehensive documentation for ongoing system maintenance.
• Systematically document coding practices, testing methodologies, and technical solutions, thereby enriching the team's knowledge repository.

Your contribution to the team:

• An agile mindset with effective communication and problem-solving skills.
• The ability to work on majority of the areas as part of SDLC lifecycle.
• Passion for innovating solutions that drive progress and meet future challenges.
• A proactive approach to monitoring and resolving production issues before they escalate.
• Commitment to continuous learning, knowledge sharing, and fostering team development.

Required Skill and Experience:

• Handle and resolve user problems with hardware and software, including printer support (on site/remote/by phone).
• Respond to client support requests raised through ITSM tool/emails.
• Troubleshoot hardware and software issues on laptops, desktops, workstations, and similar devices, and maintain optimum performance.
• Address customer requests for installation, configuration, testing, and maintenance of hardware and software components.
• Support root cause analysis of equipment problems and provide effective diagnosis; respond to customer requests via phone and email in a timely and accurate manner.
• Install and upgrade operating systems and computer software and visit the client's desk when needed.

Preferred Skill and Experience:

• Working knowledge of administering desktop applications, tech refresh, OS deployments and configurations for Windows 10/11, meeting support, and meeting SLAs.
• Proficient in hardware troubleshooting skills, including replacing parts in laptops and desktops.
• Exposure to ITIL-based processes will be advantageous.
• Good knowledge of the Microsoft Office suite.
• Excellent communication and client interaction skills, along with exceptional written and verbal skills and technical documentation abilities.
• Extraordinary planning, project management, coordination, and analytical skills.

Additional Required Qualifications:

• Bachelor's degree or foreign equivalent required from an accredited institution. Three years of progressive experience in the specialty may be considered in lieu of every year of education.
• This position may require relocation and/or travel to the work/project location.
• 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 now or in the future.

Benefits:

Along with competitive pay, as a full-time Infosys employee you are also eligible for the following benefits:

• Medical, dental, vision, and life insurance
• Long-term and short-term disability
• Health and dependent care reimbursement accounts
• Accident, critical illness, hospital indemnity, and legal insurance
• 401(k) plan and contributions dependent on salary level
• Paid holidays and paid time off