Senior Associate consultant- Technical Support (Mandrin +English)

About Us
Infosys is a global leader in next-generation digital services and consulting. We enable clients in more than 56+ 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. We do it by enabling the enterprise with an AI-powered core that helps prioritize the execution of change. We also empower the business with agile digital at scale to deliver unprecedented levels of performance and customer delight. Our always-on learning agenda drives their continuous improvement through building and transferring digital skills, expertise, and ideas from our innovation ecosystem.

Location: Tokyo Japan

Short Description: Technical Associate - Networking Support

Roles and Responsibilities:

• Response, diagnosis, resolution and tracking by phone, email, and chat of Technical support queries.
• Maintain response and resolution speed as defined by SLOs.
• Keep high customer satisfaction scores and follow quality standards in 90% of cases.
• Use existing troubleshooting tools and techniques to establish root cause for queries and provide a customer facing root cause assessment.
• Perform internal classification queries to document types of issues and recommended actions for future analysis.
• Reactively file issue reports to the Product Engineering team, build documentation with procedures, document desired behavior and/or steps to reproduce, and assist engineers in driving bugs to resolution. Perform community management tasks as needed by the business.
• Take cases involving customer-specific requirements on architectural design, provide solutions limited to a particular product (or a subset of product features).

• Adhere to project timelines and create release deliverables.

Skills /Competencies:

Essential:

• Degree in IT / Computer Science / related discipline with 4+ years of experience in IT industry as a Support Engineer with Networking experience.
• Experience in enterprise level Product Support.
• Excellent customer interaction skills.
• Knowledge of Networking services in Google Cloud IaaS Services & Google Cloud Products or related cloud platforms.
• Experience in Troubleshooting and supporting network services - Routing, Firewall , IDS/IPS , Site-to-site VPN, Load balancer, SSL/TLS certification
• Basic Experience in Any standard webserver and related framework
• Experience in Unix/Linux platform, command line and shell scripting
• Understanding System Design / scaling
• Experience in testing Infrastructure Applications
• Advanced level of understanding on Networking Protocols and troubleshooting
• Experience in network troubleshooting or design such as load balancers, router, firewall

Preferred:

• Familiarity with Google Cloud IaaS Services & Google Cloud Products
• Work experience of other Cloud services such as AWS, Azure, IBM Soft layer, Rackspace, Private Clouds
• Google Cloud certification (Google Cloud)

Additional Skills:

• Excellent written and verbal communication skills in two language - / Mandarin and English (Native level proficiency)
• Strong attention to detail and outstanding analytical and Problem-solving skills.

Infosys is an equal opportunity employer and all qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, spouse of protected veteran, or disability.

At Infosys, we recognize that everyone has individual requirements. If you are a person with disability, illness or injury and require adjustments to the recruitment and selection process, please contact our Recruitment team for adjustment only on [email protected] or include your preferred method of communication in email and someone will be in touch.
Please note in order to protect the interest of all parties involved in the recruitment process, Infosys does not accept any unsolicited resumes from third party vendors. In the absence of a signed agreement any submission will be deemed as non-binding and Infosys explicitly reserves the right to pursue and hire the submitted profile. All recruitment activity must be coordinated through the Talent Acquisition department.