Process|Maintenance and Production Support process|Support Process - TransitionDomainOperationsInterest GroupInfy MexicoCompanyRequisition ID155938BRSenior 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 skillsActive listening and questioning, an eye for detail to determine the root cause of the issue, to avoid repeat contacts and further effort to resolve issuesAnalytical problem solvers who will understand issues, evaluate solutions and work with their colleagues to resolve issuesProblem solving skills and quick thinking to own & resolve issues independently, thoroughly & efficientlyDisplay ownership and accountabilityQuickly build trust and confidence with customerOwn and resolve customer issues efficiently, effectively and empatheticallyMandatory 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 (iOS, 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, SharePoint and OneDrive for BusinessExperience 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, EncryptionsIntermediate knowledge of Network collaborations & VPN T/S, TCP/IP, OSI, Network devices and carriers.Basic networking knowledgeTime Management SkillsBeing proactive and show the utmost respect for customer’s timeGood time management,



ensuring all contacts with customers add valueAbility to MultitaskCommunication & Relationships SkillsTo 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 & KnowledgeCommunicate at all levelsAbility to work across organizational and professional boundariesExcellent verbal and written communication skillsHigh level of interpersonal skills, including active listening and understandingGood organizational skills and ability to prioritize workloads.Work to tight deadlines / service levelsBusiness etiquetteBroad knowledge of IT products, services and terminologyAptitudesIdentification of problems and solutionsAnalysis of dataPresentation of technical functionality to a non-technical audienceWorking knowledge of MS Office productsGeneral 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 focusedProactiveSelf-MotivatedPatientInnovativeFlexibleJob duties and responsibilitiesTo 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 updatesto 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 CustomerService 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 formatExecute transactions as per prescribed guidelines and timelinesEnsure customer/user confidentiality and data protection at all times.Education and other requirementExperience (12-18 Months)Willingness to work in rotational shiftsExperience 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 practicesProblem solving associated with a mixed computing environment.About UsInfosys 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 general 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.EEOInfosys 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.#J-18808-Ljbffr

📌 Technical Support Executive (Estado de México)
🏢 Infosys
📍 Estado de México