Tech Support
What is Tech Support?
Tech Support is a professional role at Infosys based in Mexico City, Mexico. This role offers competitive compensation and the opportunity to work in the technology sector with modern tools and methodologies.
Employment Type: Type: external / Level: Mid Level
Work Arrangement: Remote work available with flexible scheduling
Industry: Information Technology & Professional Services
Complete Job Description
Global IT Service Desk Chat Support Services
Summary of Services
Consultant shall provide a globally consistent Level 1 (L1) chat service via a real-time chat channel to promptly restore service, fulfill common requests, and deflect avoidable escalations for client IT Service Desk.
Detailed description of the Services
Consultant shall perform the following activities as part of Level 1 Chat Support:
- Real-time Technical Assistance: Provide real-time technical support for common technical issues, account access, and basic troubleshooting to end users across devices.
- Incident Management: Accurately capture, categorize, and log incidents within the ServiceNow ticketing system, ensuring compliance with agreed service level targets.
- Escalation Protocols: Promptly escalate unresolved or complex issues to next level in accordance with established escalation protocols.
- User Experience: Deliver a professional and consistent user experience by adhering to approved scripts, knowledge base articles, and quality standards.
- Procedures Manual: Develop and appropriately update and maintain a Procedures Manual, subject to client's approval. Implement necessary changes or additions to the Procedures Manual identified by client that it deems appropriate.
- Provide real-time technical assistance; capture and log incidents in ServiceNow; use approved scripts/KB; escalate as per protocol; maintain SLA/KPI performance.
- Strong written communication; ServiceNow proficiency; multitasking; basic troubleshooting skills; adherence to scripts/KB.
- Operates within L1 scope using KB/SOPs; resolves standard issues; escalates complex cases; accountable for SLA adherence.
What skills are required for this tech support?
The essential skills and qualifications for this position include:
Additional preferred qualifications may include problem-solving abilities, strong communication skills, and experience working in collaborative team environments.
What type of employment is this tech support?
This is a Type: external / Level: Mid Level position offering:
- Competitive compensation in EUR currency
- Remote work flexibility
- Professional development opportunities
- Modern technology stack and tools
How can I apply for this tech support?
To apply for this position, you have the following options:
Apply Online
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Contact Person
Infosys
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