IT Helpdesk Support

Requisition Number

139257BR

Infosys is seeking an IT Helpdesk Support. In the role of Level 2 Tech Support, you will be a technology professional and interface with key stakeholders to apply your technical proficiency across various aspects of Helpdesk Support spectrum.

Required Qualifications:

Candidate must be located within commuting distance of Columbus, Ohio or be willing to relocate to these areas.

Bachelor’s degree or foreign equivalent required from an accredited institution. Will also consider three years of progressive experience in the specialty in lieu of every year of education.

At least 4 years of experience in Information Technology.

At least 3 years of experience in Helpdesk support and File transmission administration

Helpdesk support, File transmission administration and job monitoring tools

Proven experience in a technical support role, particularly with file transmission system

Strong knowledge of file transmission protocols (e.g., FTP, SFTP, FTPS), and experience with related software and job monitoring tools

Knowledge of ticketing systems and service desk tools.

Ability to coach and train Level 1 Supervisors in a changing environment.

Ability to analyze and interpret data.

Set up new & existing File transmission jobs for the organization/3rd Parties.

Troubleshoot and resolve File transmission job failure and Liaise with File transmission dev team.

Continuously track and monitor job monitoring tools for any warnings, errors etc. and report them as required

Password and access management

Work on Incident management using ServiceNow

Handle escalations from Level 1 Helpdesk agents.

Create and maintain Helpdesk knowledge docs.

Implement and maintain quality control and continuous improvement.

Support On-Call Service responsibilities.

Candidates authorized to work for any employer in the United States without employer-based visa sponsorship are welcome to apply. Infosys is unable to provide immigration sponsorship for this role at this timePreferred Qualifications:

Knowledge of ITIL Process

Experience with enterprise-level file transmission systems and security protocols.

Experience with job monitoring tools, password management, ServiceNow ticketing system

Relevant certifications such as CompTIA Network+, CompTIA Security+, or similar.

Good Communication and Analytical skills

Experience and desire to work in a Global delivery environmentThe job entails sitting as well as working at a computer for extended periods of time. Should be able to communicate by telephone, email or face to face. Travel may be required as per the job requirements.

External Job Title

IT Helpdesk Support

Role

Technology Lead - US

EEO/About Us

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 global 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. 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.

Interest Group

Infosys Limited

Domain

Other Domain

Skillset

Technology Infrastructure-Contact Center DeskSideSupport(DSS) and GlobalHelpDesk(GHD)

Company

ITL USA

Role Designation

835ATHLDUS Technology Lead