End User Support Onsite Engineer

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 a team that leverages deep industry insights and strategic leadership to deliver innovation-led transformation via 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.

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, enriching the team's knowledge repository.
• Provide EUC H&F Support (End User Compute – Deskside Support), including support and troubleshooting of Windows 10 & 11 Operating system, Microsoft O365 applications.
• Install, troubleshoot, and repair desktop/laptop issues (both hardware and software).
• Perform basic troubleshooting of conference devices, projectors, and meeting room facilitation.
• Handle SCCM client end installation and troubleshooting.
• Document all support activity within the IT Incident and request fulfillment tool (preferred SNOW).

Requirements

• Good customer handling skills and prior experience in Concierge (VIP Users) support.
• Basic knowledge of Networking and Active Directory.
• Right attitude and customer-centric approach.
• Bachelor’s degree or foreign equivalent from an accredited institution. Three years of progressive experience in the specialty may substitute for each 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

• Agile mindset with effective communication and problem-solving skills.
• 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.
• Proactive approach to monitoring and resolving production issues before they escalate.
• Commitment to continuous learning, knowledge sharing, and fostering team development.
• 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, 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.