End User Support Onsite Engineer

About the role

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.

As a Technology Consultant 1, your area of responsibility will include assisting in conducting targeted interviews and workshops to capture user needs, participating in design discussions to capture software specifications, developing and refining code for new software applications, executing test plans, and supporting the integration of new software features.

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 team's knowledge repository

Requirements

• Experience in EUC H&F Support (End User Compute – Deskside Support)
• Support and troubleshooting of Windows 10 & 11 Operating system, Microsoft O365 applications
• Good customer handling skill and prior experience in Concierge (VIP Users) support
• Install, troubleshoot and repair desktop/laptop issues (both hardware/software)
• Basic troubleshooting of Conference devices/Projectors/Meeting room facilitation
• SCCM client end installation & troubleshooting knowledge
• Basic knowledge of Networking and Active Directory
• Must have right attitude and customer centric approach
• Document all support activity within the IT Incident and request fulfillment tool (Preferred SNOW)

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.

Skills

• Agile mindset with effective communication and problem-solving skills
• 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 escalate
• Commitment to continuous learning, knowledge sharing, and fostering team development

Preferred Skills and Experience

• Incident, Service Request, and Problem Management (ITIL)
• Customer Service and Communication Skills
• Vendor Coordination
• Documentation and SOP Creation
• Ability to work independently and manage onsite priorities
• Collaboration with Infrastructure, Security, and Engineering Teams

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