Technical Support Specialist Expert

5 days ago


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

**About the Role**

We are seeking an experienced Tier 2 Incident Resolution Specialist to join our team at Infosys. As a key member of our IT service desk, you will play a critical role in troubleshooting and resolving complex software issues for our internal and external customers.

About Infosys

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

Key Responsibilities**

  • Troubleshoot, repair, and maintain software applications & infrastructure.
  • Escalate from helpdesk for application support including in-house, 3rd party applications, and market data applications.
  • Provide support for operating system drivers, software, and firmware.
  • Ensure that policies and procedures are followed, communicated, and adhered to.
  • Create and maintain support documentation.
  • Interact with other support groups (local and global) within the firm across multiple platforms.
  • Record and manage all Incidents and requests in ticket-tracking systems.
  • Proactively inform management of trends, significant problems, and expected delays.
  • Participate in rotating on-call schedules providing after-hours and weekend support.
  • Take initiative to stay current on technology and participate in training programs.
  • Be proactively responsive to multiple mediums of communication platforms.

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.


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