Tech Support Associate

Tech Support Associate

We are growing our US team by the hundreds this year. It's a very exciting time to join our team because we not only invest in your technology training upon onboarding, we make a commitment to continue our investment in your learning throughout your career at Infosys. We offer mentorship programs, continuing education courses with our digital classroom partners and we build our leaders on the inside with our Leadership Institute program.

As a Tech Support Associate, you will provide specialized support to consulting and technical teams by contributing to various stages of the software development life cycle. You will assist the team and other Tech Support Associates by providing production and maintenance support, conducting root-cause analysis of issues, ensuring high quality and on-time customer service. You will play a critical role by contributing to the knowledge management process while interfacing with internal teams and driving higher efficiency.

Basic Qualifications:

• Completed Associate's degree or a high school diploma with a minimum of 2 years of work experience
• Exposure to computer skills
• Attention to detail and problem-solving ability
• 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 at this time.

Preferred Qualifications:

• Google IT Support Certificate
• Experience with programming language, network, infra skills
• Experience with Microsoft Office tools, creating / maintaining excel spreadsheets
• Ability to analyze data and communicate ideas clearly

Responsibilities include but not limited to:

• Install the network device as per the predefined instructions from the remote team
• Provide smart hands and feet support in incident troubleshooting
• Coordinate with remote support team in Incident troubleshooting
• Replace faulty network components with replacement to resolve incident
• Connect console cable to device and do screen-sharing with remote engineer in cases when the device is not accessible remotely
• Spare-parts management and associated documentation of devices in Daimler Asset room at Hub Sites
• Device uninstallation and arrange for disposal
• Escort service at Hub/Spoke location
• Advanced troubleshooting activities like packet capture and spectrum analysis for WLAN
• Power checks and uplink check at Hub and Spoke locations.
• Extended onsite incident management including the network connection (physical cable checks) up to the end device; Troubleshooting of network connection between end device and switch/distribution room. End devices refers to user laptop or desktop or access points.

The job entails sitting as well as working at a computer for extended periods of time. Should be able to communicate by telephone, email, or face to face. Travel may be required as per the job requirements.