Incident Technician

About Infosys:

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

Visit www.infosys.com to see how Infosys (NYSE: INFY) can help your enterprise navigate your next.

Short Description: Incident Technician

"Incident Technician" is a tier 2 support role that receives escalations from the global service desk. An Incident Technician primarily troubleshoots and diagnoses software issues for internally developed, 3rd party, and market data applications, including firmware or OS drivers that enable desktop hardware functionality.

Location: Tokyo, Japan

Roles and Responsibilities:

• Software Installation
  

• Troubleshoot, repair, and maintain software applications & infrastructure.
  

• Escalation from Helpdesk for application support including in-house, 3rd party applications and market data applications.
  

• Provide support for operating system drivers, software and firmware.
  

• Provide support to users for home connection and work from home set up -- Firm laptop or personal laptop + virtual machine.
  

• Ensure that clients policies and procedures are followed by, communicated, and adhered to.
  

• Create and maintain support documentation.
  

• Interacting with other support groups (local and global) within the firm across multiple platforms.
  

• Record and manage all incidents and requests in ticket-tracking system.
  

• Proactively inform management of trends, significant problems and expected delays.
  

• On-call - Participate in rotating schedule providing afterhours and weekend support.
  

• Take initiative to stay current on technology and participate in training programs.
  

• Be proactively responsive to multiple mediums of communication platforms such as E-mail, Microsoft Teams, Skype, Symphony, Jive, etc.
  

Skills /Competencies:
Essential:

• Excellent communication, interpersonal and customer care skills.
  

• Ability to work under pressure and on tight timescales.
  

• Experience using help desk call management system.
  

• Technical grasp of a wide range of applications both in house and 3rd party applications.
  

• ITIL foundation understanding
  

Infosys is an equal opportunity employer, and all qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, spouse of protected veteran, or disability.

At Infosys, we recognize that everyone has individual requirements. If you are a person with disability, illness or injury and require adjustments to the recruitment and selection process, please contact our Recruitment team for adjustment only on [email protected] or include your preferred method of communication in email and someone will be in touch.

Please note in order to protect the interest of all parties involved in the recruitment process, Infosys does not accept any unsolicited resumes from third party vendors. In the absence of a signed agreement, any submission will be deemed as non-binding and Infosys explicitly reserves the right to pursue and hire the submitted profile. All recruitment activity must be coordinated through the Talent Acquisition department.

"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. Infosys is proud to be an equal opportunity employer.