Senior Desktop Support Engineer

Job description

Infosys is seeking Senior Desktop Support Engineer. The position will be responsible for supporting Head of Tech Ops and Infra Services in delivery of managed IT services including End User Computing, Audio/Video services, Mobile device management, IT service management, and Application management. This position will be required to be intensely involved in business process consulting; define the problem, propose and create the solution as well play an important role in the configuration and deployment of the overall solution. The administrator will guide teams on project processes, deliverables and contribute to the proposal development, client training, internal capability building, and help detail the project scope.

Required Qualifications:

• Candidate must be located within commuting distance of San Francisco, CA, or be willing to relocate to the area. This position may require travel in the US

• 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 Information Technology experience

• At least 4 years of working experience in Deskside Support

• Conduct Deskside (VIP/Executive Support) providing Break-Fix, fault diagnosis, resolution and installation/deployment of new hardware

• Perform installation, configuration and deployment of operating systems and standard software for laptops and desktop computers.

• Audio/Video conference support such as: (Crestron, VoIP, Skype for Business, Microsoft Teams, Meeting room equipment fit outs)

• Diagnose and resolve hardware and software issues in conjunction with Central IT Service Desk, perform installation, configuration and deployment of operating systems and standard software for laptops and desktop computers

• Provide Audio & Video (AV) support for office meetings, conferences, activities include establishing Video Conference sessions, dialing into Audio Conference, and troubleshooting AV related issues.

• Assist in the setup of new hires computers and mobile devices based in accordance with the Policies and Procedures Manual. (Central IT Service Desk provisions new hire accounts)

• Configure and support mobile devices (i.e. iOS Mobile devices on iPhone and iPad)

• Verify and/or troubleshoot any computer building issue using the SOE/build image provided.

• Support evaluation and procurement of new IT equipment (laptops, desktop computers, printers and IT peripherals).

• Conduct Preventive Maintenance to cover the computer endpoints, rebuilding each computers once a year to keep it up-to-date in terms of configuration, software and updates and to keep performance at agreed levels

• Provide on-site support including monitoring of IT Infrastructure equipment in server/hub room.

• Perform regular (or daily) checks on IT Infrastructure to ensure availability and performance. Conduct Preventive Maintenance on IT Equipment to lessen the likelihood of breakdown or enhance performance.

• Maintain IT asset (hardware and software) inventory through active tracking, physical verification, and asset tagging.

• Secure de-commissioning of obsolete IT Equipment and their disposal as per Customer policies and regulatory requirements

• U.S. Citizens and those authorized to work in the U.S. are encouraged to apply. We are unable to sponsor this time.

Preferred Qualifications:

• Experienced working in an: End User Environment providing Desk side IT support, Audio/Video services, preferably in managing outsourced IT services

• Demonstrated experience and knowledge across all facets of End user computing, Audio/Video, Cyber/IT Security and infrastructure (e.g O365 cloud environments, IT equipment room operations)

• Strong customer service focus and experience working with both end users and senior leadership

• Excellent Project Management skills & ability to work in strategic / operational environments

• Demonstrated experience as a Leader with people & Vendor Management

Stakeholder management that includes senior executives as end users, vendor/partners, overseas office colleagues

• Hands on experience and Outlook, MS Exchange, Video/Audio conference, VPN, Wifi, SCCM, Skype for business, Teams, Webex, Security, and VIP support

• Experienced in End User Computing (EUC) and White Glove support

• Experienced in Patch deployment (SCCM)

• Excellent Communications and client interaction skills along with exceptional written and verbal skills as well as technical documentation

• Extraordinary Planning, Project Management, Coordination, and Analytical skills

• Hands-on experience in working in Global Delivery Model with onsite/offshore resources

• Exceptional Organizational Skills

• Ability to manage and prioritize tasks efficiently

• Readiness to demonstrate a proactive attitude

• Solid attention to detail and excellent written and verbal communication skills are required

• Ability to work in team in diverse/ multiple stakeholder environment

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.

Along with competitive pay as a full-time Infosys employee you are also eligible for the following benefits:

• Medical/Dental/Vision/Life Insurance

• Long-term/Short-term Disability

• Health and Dependent Care Reimbursement Accounts

• Insurance (Accident, Critical Illness, Hospital Indemnity, Legal)

• 401(k) plan and contributions dependent on salary level

• Paid holidays plus Paid Time Off

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.

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

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.