Job details

Work Location

Wichita, KS

State / Region / Province

Kansas

Country

USA

Domain

Delivery

Interest Group

Infosys Public Services, Inc

Skills

Domain|IT Service Management|End Point (Desktops, Laptop, Printers, Mobile Devices) Administration

Company

IPS USA

Requisition ID

134741BR

Job description

Infosys is seeking an IT Support Engineer. This position is responsible for providing expert technical support and hands-on repair services for laptops and related devices within a dynamic tech hub. This role involves diagnosing hardware and software issues on laptops and end user devices, performing troubleshooting, repairs and upgrades and ensuring devices meet quality standards before returning them to customers. The Service Center Engineer plays a critical role in delivering reliable solutions and maintaining customer satisfaction in a fast-paced service environment

Required Qualifications:
• Candidate must be located within commuting distance of Wichita, KS or be willing to relocate to the area. This position may require travel in the US.
• Bachelor’s degree (Non-Engineering) or foreign equivalent required from an accredited institution.
• At least 3 years of IT experience.
• This role may involve elevated access to Impact Level 4 (IL4) data and/or security requirements for handling controlled unclassified information (CUI) and sensitive data as defined by US Department of Defense (DoD). The eligible candidates must be US Citizens.

Technical Expertise:
• Strong knowledge of desktop operating systems (Windows, macOS), software applications, and hardware components.
• Imaging of new desktop and laptop computers.
• Problem-Solving: Excellent analytical and problem-solving abilities.
• Troubleshooting: Diagnosing and resolving hardware, software, and network problems.
• Installation & Maintenance: Setting up computer hardware, installing and upgrading software, and maintaining systems.
• Support: Providing on-site and remote technical assistance to users.
• Documentation: Recording technical issues and solutions in logs.
• Training: Providing general training for end users on applications and hardware.
• Communication: Addressing user tickets, answering questions, and guiding users through troubleshooting steps.
• Escalation: Directing unresolved issues to the appropriate level of support.
• System Maintenance: Ensuring the smooth operation of computing equipment and software.
• Customer Service: Provide excellent customer service to the end users by resolving their issues end to end.
• Compliance: Comply with the ITIL process and meet the SLA requirements.

Preferred Skills:
• Excellent problem-solving, communication, and documentation skills.
• Ability to work independently and manage complex technical solutions.
• Technical leadership and mentoring capabilities.
• Willingness to learn new technologies and adapt to different roles.
• Good to have any or more certificates such as:
o CompTIA A+,
o Microsoft Certified Desktop Support Technician
o Microsoft Certified: Azure Virtual Desktop Specialty

The 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.
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.

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.