Desktop Support Engineer

About the Role

As a Technology Consultant 1 within the Infosys Retail, Consumer Goods, and Logistics unit, you will join a globally respected partner dedicated to helping clients achieve their business goals through cutting-edge technology and seamless services. This dynamic environment fosters innovation, operational efficiency, and sustainable growth in the retail, consumer goods, and logistics sector.

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 the creation of process documentation.
• Develop, refine, and document code for new software applications following detailed design specifications to meet user requirements.
• Execute test plans, analyze outcomes, and report defects to the development team to facilitate software performance enhancement.
• 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 to enrich the team's knowledge repository.
• Provide onsite IT support for issues that cannot be resolved through remote support or the Global Service Desk.
• Operate walk-in support desks with a strong customer service mindset, acting as the first point of contact for users.

Contribution to the Team

• An agile mindset with effective communication and problem-solving skills.
• The ability to work across the majority of areas within the SDLC lifecycle.
• A 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.

Requirements

• Hands-on experience supporting Windows and macOS platforms.
• Working knowledge of ITSM tools (e.g., ServiceNow) and remote support tools.
• Experience with end-user hardware including desktops, laptops, monitors, printers, peripherals, and mobile devices.
• Basic understanding of LAN/networking concepts and workplace connectivity troubleshooting.
• Familiarity with walk-in desk operations and queue-based support models.
• Ability to follow runbooks, standard operating procedures, and security guidelines.

Preferred Skills

• Willingness to work in walk-in support environments and interact directly with end users.
• Ability to comply with company security, compliance, and data protection policies.
• Valid driving license may be required for roles involving onsite travel between locations (where applicable).

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 must be authorized to work for any employer in the United States without employer-based visa sponsorship. Infosys is unable to provide immigration sponsorship for this role now or in the future.

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 with 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 by enabling an AI-powered core, empowering agile digital operations, and driving continuous improvement through an always-on learning agenda.