Technical Support Executive

Infosys Limited; Estado de México; On-site; MXN 180,000 - 360,000; Full time

Job summary

Infosys Limited in Mexico City is seeking a Senior Technical Support Executive to provide 1st line technical support, service restoration, and guidance to users, ensuring maximum system availability. You will work in a busy ICT Service Desk environment, handle incidents, and respond through phone, chat, email, and intranet channels.

The role requires strong analytical, problem solving, and communication skills, plus experience with Windows OS, Office 365, and various collaboration tools.

Qualifications

• 12-18 months’ experience in Service Desk/ Tech support with remote laptop/desktop support.
• Intermediate knowledge of Windows OS and iOS/Android apps relevant to support.
• Experience in ICT Service Desk with diagnostics and resolution.
• Understanding of ITIL working practices.
• Basic networking knowledge.

Responsibilities

• Improve user confidence with empathetic, user-friendly support.
• Help implement and improve team processes for service delivery.
• Actively troubleshoot incidents and service requests within timelines.
• Participate in on-call rotations for first-line support.
• Provide updates to customers and manage tickets to resolution.
• Ensure SLA targets are met and protect customer data.

Skills

Analytical problem solving

Time management

Communication skills

Interpersonal skills

Multitasking

Teamwork

Customer focus

Proactive

Patient

Tools

MS Office

O365

Outlook

Skype for Business

Microsoft Teams

SharePoint

OneDrive

Job description

Process|Maintenance and Production Support process|Support Process - Transition

Domain

Operations

Interest Group

Infy Mexico

Company

Requisition ID

155938BR

Senior Technical Support Executive Provide 1 st level technical support, service restoration, fulfillment of service request and advice to users ensuring the maximum availability, performance and utilization of knowledge and information systems. Follow a systematic, disciplined and analytical approach to problem solving to meet set standards and agreed procedures. Executes transactions as per prescribed timelines. Available service hours: 8:00 a.m. to 5:00 p.m. or 9:00 a.m. to 6:00 p.m.

Analytical and Problem solving skills

• Active listening and questioning, an eye for detail to determine the root cause of the issue, to avoid repeat contacts and further effort to resolve issues
• Analytical problem solvers who will understand issues, evaluate solutions and work with their colleagues to resolve issues
• Problem solving skills and quick thinking to own & resolve issues independently, thoroughly & efficiently
• Display ownership and accountability
  • Quickly build trust and confidence with customer
  • Own and resolve customer issues efficiently, effectively and empathetically

Mandatory requirement for experienced candidates:

• 12-18 months’ work experience in Service Desk/ Tech support process providing remote support for Laptops / Desktops / LAN Issues / Application support/ Small Forms etc.
• Intermediate knowledge of T/S Small Forms (iOS, Andrioid, Windows)
• Intermediate knowledge of T/S OS (Windows XP-10), Browsers, MS Office suite, of O365, Messaging, Outlook 2013-19, Skype for Business, Microsoft Teams, SharePoint and OneDrive for Business
• Experience of working within a busy ICT Service Desk environment, showing experience of systems, support, diagnostic and resolution.
• Intermediate knowledge of Registry Fix, Patch upgrades, Virus T/S, Security, Encryptions
• Intermediate knowledge of Network collaborations & VPN T/S, TCP/IP, OSI, Network devices and carriers.
• Basic networking knowledge

Time Management Skills

• Being proactive and show the utmost respect for customer’s time
• Good time management, ensuring all contacts with customers add value
• Ability to Multitask

Communication & Relationships Skills

• To deliver a first line support service via the Service Desk, receiving incidents and service requests from various routes including telephone, web tickets, chat and e mail.
• Offering advice to end users on all IT related areas. This will include working as part of a team, in order to share knowledge and work together to increase performance standards.

Skills & Knowledge

• Communicate at all levels
• Ability to work across organizational and professional boundaries
• Excellent verbal and written communication skills
• High level of interpersonal skills, including active listening and understanding
• Good organizational skills and ability to prioritize workloads.
• Work to tight deadlines / service levels
• Business etiquette
• Broad knowledge of IT products, services and terminology

Aptitudes

• Identification of problems and solutions
• Analysis of data
• Presentation of technical functionality to a non-technical audience
• Working knowledge of MS Office products
• General support knowledge of Operating systems across various platforms, general productivity applications like MS outlook, MS excel, Lotus Notes etc.
• Ability to work as pat of a team or on own initiative.
• Customer focused
• Proactive
• Self-Motivated
• Patient
• Innovative
• Flexible

Job duties and responsibilities

• To improve user confidence in the user of computer software, being empathetic to a variety of new and experienced learners needs.
• Help to implement and improve processes and procedures within the team allowing strong service focused deliverables.
• Actively troubleshoot to identify, assess, record, resolve and / or escape incidents and service requests ensuring they are handled within an agreed time limit, within agreed processes and in a professional and customer sensitive manner.
• To participate in an on call rote, providing first line support service to users.
• To deliver a first line support service via the Service Desk, receiving incidents and service requests from various routes including telephone, intranet and e mail.
• Update incidents with detailed and relevant information in a timely and effective manner;
• Provide updates to customers with regards to specific incidents and manage a trouble ticket through to resolution;
• Escalate an incident or troubleshoot tickets according to the company escalation processes;
• Ensure Customer Service Level Agreements are met or exceeded;
• Respond to customer enquiries in a timely and efficient manner;
• Ensure appropriate documentation of the interaction on the customer’s account in the prescribed format
• Execute transactions as per prescribed guidelines and timelines
• Ensure customer/user confidentiality and data protection at all times.

Education and other requirement

• Experience (12-18 Months)
• Willingness to work in rotational shifts
• Experience of at least 12 – 18 months working within a busy ICT Service Desk environment, showing experience of systems, support, diagnostic and resolution.
• Understanding of ITIL working practices
• Problem solving associated with a mixed computing environment.

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.