Technical Support Engineer

4 days ago


Hong Kong, Central and Western District, Hong Kong SAR China Infosys Full time

**Company Overview:**

Infosys is a global leader in next-generation digital services and consulting. We enable clients in over 56 countries to navigate their digital transformation.

We have four decades of experience in managing the systems and workings of global enterprises, expertly steering our clients through their digital journey.

**Job Description:**

As an Incident Technician at Infosys, you will primarily troubleshoot and diagnose software issues for internally developed, 3rd party, and market data applications, including firmware or OS drivers that enable desktop hardware functionality.

The role involves troubleshooting, repair, and maintenance of software applications and infrastructure, escalation from helpdesk for application support, and providing support for operating system drivers, software, and firmware.

You will also be responsible for ensuring policies and procedures are followed, communicated, and adhered to, creating and maintaining support documentation, interacting with other support groups within the firm, recording and managing all Incidents and requests in ticket-tracking systems, and proactively informing management of trends, significant problems, and expected delays.

**Responsibilities:**

  • Troubleshoot and diagnose software issues for internally developed, 3rd party, and market data applications.
  • Escalate from helpdesk for application support.
  • Provide support for operating system drivers, software, and firmware.
  • Ensure policies and procedures are followed, communicated, and adhered to.
  • Create and maintain support documentation.
  • Interact with other support groups within the firm.
  • Record and manage all Incidents and requests in ticket-tracking systems.
  • Proactively inform management of trends, significant problems, and expected delays.

Required Skills and Qualifications:

  • Excellent communication, interpersonal, and customer care skills.
  • Ability to work under pressure and on tight timescales.
  • Experience using help desk call management systems.
  • Technical grasp of a wide range of applications, both in-house and 3rd party applications.

Benefits:

All aspects of employment at Infosys are based on merit, competence, and performance. We are committed to embracing diversity and creating an inclusive environment for all employees.

We are proud to be an equal opportunity employer.

If you require adjustments to the recruitment and selection process due to a disability, illness, or injury, please contact our Recruitment team for assistance.



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