Senior IT Support & Service Desk Specialist

Infosys; Ciudad de México; Presencial; MXN 180.000 - 240.000; Jornada completa

Descripción de la vacante

Infosys is a global leader in next-generation digital services and consulting. The Senior Technical Support Executive provides first-line technical support, restores services, and advises users to maximize availability of IT systems.

The role follows standardized timelines and processes to resolve incidents and fulfill service requests. Successful candidates will demonstrate strong problem-solving, customer focus, and teamwork, with experience in ICT Service Desk environments and knowledge of

Formación

• 12-18 months of work experience in Service Desk or tech support providing remote support for laptops/desktops and related issues.
• Intermediate knowledge of iOS, Android, Windows forms and OS, browsers and MS Office suite including O365, Outlook, Skype for Business, Teams, SharePoint, OneDrive.
• Experience in a busy ICT Service Desk environment with systems, support, diagnostics and resolution.
• Knowledge of registry fixes, patch upgrades, virus troubleshooting, security and encryption.
• Basic networking knowledge and VPN/TCP/IP concepts.

Responsabilidades

• Provide 1st line technical support, service restoration, and fulfillment of service requests.
• Deliver top-tier user assistance via phone, chat, email or intranet routes.
• Troubleshoot, record, and resolve incidents within agreed timeframes and processes.
• Participate in on-call rotation to provide first-line support.
• Ensure documentation of interactions and updates to customers.

Conocimientos

Active listening

Questioning

Root cause analysis

Ownership

Customer focus

Time management

Communication skills

MS Office

Windows OS

Networking basics

Herramientas

O365

Outlook

Skype for Business

Microsoft Teams

SharePoint

OneDrive for Business

Descripción del empleo

Infosys is a global leader in next-generation digital services and consulting. The Senior Technical Support Executive provides first-line technical support, restores services, and advises users to maximize availability of IT systems.

The role follows standardized timelines and processes to resolve incidents and fulfill service requests. Successful candidates will demonstrate strong problem-solving, customer focus, and teamwork, with experience in ICT Service Desk environments and knowledge of