Tech Support Engineer

Infosys Limited; México; Hybrid; MXN 201,000 - 290,000; Full time

Job summary

Infosys Mexico is seeking a Consultant to deliver a globally consistent Level 2 chat support for client IT Service Desk, restoring service quickly, handling common requests, and deflecting escalations.

Responsibilities include real-time technical assistance, incident logging in ServiceNow, adhering to scripts and KB, contributing to KB updates, and maintaining coverage per hours of operation.

Qualifications

• Deep process knowledge.
• Coaching skills.
• Documentation and KB authoring proficiency.

Responsibilities

• Provide floor support; improve KB/scripts; validate escalations.
• Coach L1 analysts and support Procedures Manual updates.

Skills

Process knowledge

Coaching

KB authoring

Tools

ServiceNow

Job description

Process|Service Management|ITIL, Technology|Infrastructure-Server Administration|MS-Windows

Domain

Delivery

Interest Group

Infy Mexico

Company

Requisition ID

154564BR

Global IT Service Desk Chat Support Services

Summary of Services

Consultant shall provide a globally consistent Level 2 (L2) chat service via a real-time chat channel to promptly restore service, fulfill common requests, and deflect avoidable escalations for client IT Service Desk.

Detailed description of the Services

Consultant shall perform the following activities as part of Chat Support:

• Real-time Technical Assistance: Provide real-time technical support for common technical issues, account access, and basic troubleshooting to end users across devices.
• Incident Management: Accurately capture, categorize, and log incidents within the ServiceNow ticketing system, ensuring compliance with agreed service level targets.
• Escalation Protocols: Promptly elevate unresolved or complex issues to next level in accordance with established escalation protocols.
• User Experience: Deliver a professional and consistent user experience by adhering to approved scripts, knowledge base articles, and quality standards.
• Knowledge Contribution: Actively contribute to the improvement of existing scripts and knowledge base articles to enhance service efficiency.
• Operational Coverage: Maintain operational coverage as defined in the Hours of Coverage section, ensuring continuity of service during agreed support windows and implementing real-time operational adjustments based on volume forecasts and peak demand.
• Procedures Manual: Develop and appropriately update and maintain a Procedures Manual, subject to client’s approval. Implement necessary changes or additions to the Procedures Manual identified by client that it deems appropriate.

Primary responsibilities

• Provide floor support; improve KB/scripts; validate escalations; coach L1 analysts; support Procedures Manual updates.

Key attributes/skills

• Deep process knowledge; coaching skills; documentation and KB authoring proficiency.

Scope & autonomy

• Guides team; approves justified deviations from scripts; recommends SOP updates.

About Us

Infosys is a global leader in next-generation digital services and consulting. We enable clients in more than 50 countries to navigate their digital transformation. With over four 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.

EEO

Infosys provides equal employment opportunities to applicants and employees without regard to race; color; sex; gender identity; sexual orientation; religious practices and observances; national origin; pregnancy, childbirth, or related medical conditions; status as a protected veteran or spouse/family member of a protected veteran; or disability.