End User Computing Engineer

Infosys; Austin (TX); On-site; USD 60,000 - 90,000; Full time

Benefits offered by this job

Medical/Dental/Vision Insurance

Paid holidays and PTO

401(k) plan

Job summary

Infosys is seeking a Technology Consultant 1 in the United States to provide first-line support, troubleshoot desktop environments, and manage incidents using ITSM tools. The role emphasizes customer service, problem solving, and proactive issue resolution across global delivery teams.

The candidate will engage in SDLC activities, document processes, and collaborate with L2/L3 teams to ensure timely, high-quality technical support. Relocation/travel may be required.

Qualifications

• Provide first-level technical support to end users (in-person, remote, or via ticketing tools).
• Troubleshoot hardware, software, and network-related issues.
• Log, track, and update incidents in ITSM tools (ServiceNow, Remedy, etc.).
• Ensure timely resolution within defined SLAs.
• Escalate complex issues to L2/L3 teams when required.

Responsibilities

• Assist in conducting targeted interviews and workshops to capture user needs and document requirements.
• Participate in design discussions to capture software specifications and aid in process documentation.
• Develop, refine, and document code for new software applications aligning with design specs.
• Execute test plans, analyse outcomes, and report defects to improve software performance.
• Support integration of new features and ensure smooth transitions within the system.
• Monitor and troubleshoot live applications and maintain comprehensive documentation.
• Document coding practices, testing methodologies, and technical solutions.

Skills

User Support

Incident Handling

Desktop Management

Customer Service

Education

Bachelor’s degree or foreign equivalent

Tools

ServiceNow

Remedy

Job description

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. Our vision is to become the strategic and trusted partner for our clients by enabling their digital transformation and growth. We achieve this by leading technological changes. Join us to be part of a team that leverages deep industry insights and strategic leadership to deliver innovation-led transformation through digital, cloud, and AI-first solutions. We are committed to building and nurturing a high-impact partner ecosystem and driving long-term, strategic client relationships.

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. Our vision is to become the strategic and trusted partner for our clients by enabling their digital transformation and growth. We achieve this by leading technological changes. Join us to be part of a team that leverages deep industry insights and strategic leadership to deliver innovation-led transformation through digital, cloud, and AI-first solutions. We are committed to building and nurturing a high-impact partner ecosystem and driving long-term, strategic client relationships.

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 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 elevate.
• Commitment to continuous learning, knowledge sharing, and fostering team development

Required Skill And Experience

• User Support & Incident Handling

  Provide first-level technical support to end users (in-person, remote, or via ticketing tools).

  Troubleshoot hardware, software, and network-related issues.

  Log, track, and update incidents in ITSM tools (ServiceNow, Remedy, etc.).

  Ensure timely resolution within defined SLAs.

  Escalate complex issues to L2/L3 teams when required.

• Desktop & Laptop Management

  Install, configure, and maintain desktops, laptops, and peripherals.

  Perform OS installations and upgrades (Windows, macOS).

  Configure user environments including printers, drives, and applications.

  Maintain asset inventory and ensure systems comply with company standards.

• Customer Service & Communication

  Provide professional and courteous support to users.

  Communicate clearly regarding issue status and resolution timelines. Ensure high levels of end-user satisfaction.

Preferred Skill And Experience

• Communication and Analytical skills.
• Candidate should have right attitude and customer centric approach.
• Document all support activity within the IT Incident and request fulfillment tool (Preferred SNOW).
• Experience and desire to work in a Global delivery environment.

Additional Required Qualifications

• Bachelor’s degree or foreign equivalent required from an accredited institution. Will also consider three years of progressive experience in the specialty 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

• Medical/Dental/Vision/Life Insurance
• Long-term/Short-term Disability
• Health and Dependent Care Reimbursement Accounts
• Insurance (Accident, Critical Illness , Hospital Indemnity, Legal)
• 401(k) plan and contributions dependent on salary level
• Paid holidays plus Paid Time Off

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.