Process|Maintenance and Production Support process|Support Process - Transition
Domain
Operations
Interest Group
Infy Mexico
Company
Requisition ID
155938 BR
Senior Technical Support Executive Provide 1 st level technical support, service restoration, fulfillment of service request and advice to users ensuring the maximum availability, performance and utilization of knowledge and information systems. Follow a systematic, disciplined and analytical approach to problem solving to meet set standards and agreed procedures. Executes transactions as per prescribed timelines. Available service hours: 8:00 a.m. to 5:00 p.m. or 9:00 a.m. to 6:00 p.m.
Analytical and Problem solving skills Active listening and questioning, an eye for detail to determine the root cause of the issue, to avoid repeat contacts and further effort to resolve issues
Analytical problem solvers who will understand issues, evaluate solutions and work with their colleagues to resolve issues
Problem solving skills and quick thinking to own & resolve issues independently, thoroughly & efficiently
Display ownership and accountability Quickly build trust and confidence with customer
Own and resolve customer issues efficiently, effectively and empathetically Mandatory requirement for experienced candidates: 12-18 months’ work experience in Service Desk/ Tech support process providing remote support for Laptops / Desktops / LAN Issues / Application support/ Small Forms etc.
Intermediate knowledge of T/S Small Forms (i OS, Andrioid, Windows)
Intermediate knowledge of T/S OS (Windows XP-10), Browsers, MS Office suite, of O365, Messaging, Outlook 2013-19, Skype for Business, Microsoft Teams, Share Point and One Drive for Business
Experience of working within a busy ICT Service Desk environment, showing experience of systems, support, diagnostic and resolution.
Intermediate knowledge of Registry Fix, Patch upgrades, Virus T/S, Security, Encryptions
Intermediate knowledge of Network collaborations & VPN T/S, TCP/IP, OSI, Network devices and carriers.
Basic networking knowledge Time Management Skills Being proactive and show the utmost respect for customer’s time
Good time management, ensuring all contacts with customers add value




Ability to Multitask Communication & Relationships Skills To deliver a first line support service via the Service Desk, receiving incidents and service requests from various routes including telephone, web tickets, chat and e mail.
Offering advice to end users on all IT related areas. This will include working as part of a team, in order to share knowledge and work together to increase performance standards. Skills & Knowledge Communicate at all levels
Ability to work across organizational and professional boundaries
Excellent verbal and written communication skills
High level of interpersonal skills, including active listening and understanding
Good organizational skills and ability to prioritize workloads.
Work to tight deadlines / service levels
Business etiquette
Broad knowledge of IT products, services and terminology Aptitudes Identification of problems and solutions
Analysis of data
Presentation of technical functionality to a non-technical audience
Working knowledge of MS Office products
General support knowledge of Operating systems across various platforms, general productivity applications like MS outlook, MS excel, Lotus Notes etc.
Ability to work as pat of a team or on own initiative.
Customer focused
Proactive
Self-Motivated
Patient
Innovative
Flexible Job duties and responsibilities To improve user confidence in the user of computer software, being empathetic to a variety of new and experienced learners needs.
Help to implement and improve processes and procedures within the team allowing strong service focused deliverables.
Actively troubleshoot to identify, assess, record, resolve and / or escape incidents and service requests ensuring they are handled within an agreed time limit, within agreed processes and in a professional and customer sensitive manner.
To participate in an on call rote, providing first line support service to users.
To deliver a first line support service via the Service Desk,



receiving incidents and service requests from various routes including telephone, intranet and e mail.
Update incidents with detailed and relevant information in a timely and effective manner;
Provide updates to customers with regards to specific incidents and manage a trouble ticket through to resolution;
Escalate an incident or troubleshoot tickets according to the company escalation processes;
Ensure Customer Service Level Agreements are met or exceeded;
Respond to customer enquiries in a timely and efficient manner;
Ensure appropriate documentation of the interaction on the customer’s account in the prescribed format
Execute transactions as per prescribed guidelines and timelines
Ensure customer/user confidentiality and data protection at all times. Education and other requirement Experience (12-18 Months)
Willingness to work in rotational shifts
Experience of at least 12 – 18 months working within a busy ICT Service Desk environment, showing experience of systems, support, diagnostic and resolution.
Understanding of ITIL working practices
Problem solving associated with a mixed computing environment. About Us
Infosys is a global leader in next-generation digital services and consulting. We enable clients in more than 50 countries to navigate their digital transformation. With over four decades of experience in managing the systems and workings of integral 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.
EEO
Infosys provides equal employment opportunities to applicants and employees without regard to race; color; sex; gender identity; sexual orientation; religious practices and observances; national origin; pregnancy, childbirth, or related medical conditions; status as a protected veteran or spouse/family member of a protected veteran; or disability.
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📌 Technical Support Executive (Tijuana)
🏢 Infosys
📍 Tijuana