End User Computing Engineer

Infosys · Austin, TX · 3 days ago

EngineeringFull-time

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 through 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.

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 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 the team's knowledge repository.
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.
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.
Provide professional and courteous support to users, communicating clearly regarding issue status and resolution timelines to ensure high levels of end-user satisfaction.
Document all support activity within the IT Incident and request fulfillment tool (preferably ServiceNow).

Contribution to the Team

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

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 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.

Skills

User Support & Incident Handling
Desktop & Laptop Management
Customer Service & Communication
Strong communication and analytical skills.
Right attitude and customer-centric approach.
Experience and desire to work in a global delivery environment.

Benefits

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