Technical Support Specialist Expert
5 days ago
**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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