End User Support Engineer

Overview:

The Infosys Communications, Media, and Technology (CMT) unit is a dynamic and innovative division dedicated to driving digital transformation and growth for clients in the telecommunications, media, and technology sectors. Its vision is to become the strategic and trusted partner for clients by enabling their digital transformation and growth through digital, cloud, and AI-first solutions.

Roles and Responsibilities:

• 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 the majority of areas as part of the 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:

• Experience in EUC H&F Support (End User Compute – Deskside Support).
• Support and troubleshooting of Windows 10 and 11 operating systems and Microsoft O365 applications.
• Good customer handling skills and prior experience in Concierge (VIP Users) support.
• Install, troubleshoot, and repair desktop/laptop issues, including hardware and software.
• Basic troubleshooting of conference devices and projectors, including meeting room facilitation.
• SCCM client installation and troubleshooting knowledge.
• Basic knowledge of networking and Active Directory.
• Customer-centric approach.
• Document all support activity within the IT incident and request fulfillment tool, preferably SNOW.

Preferred Skill and Experience:

• Incident, Service Request, and Problem Management (ITIL).
• Customer service and communication skills.
• Vendor coordination.
• Documentation and SOP creation.
• Ability to work independently and manage onsite priorities.
• Collaboration with Infrastructure, Security, and Engineering teams.

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 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 plus paid time off.