End User Computing Engineer

Infosys•Austin, TX

About The Position

In the assigned Job Role of Technology Consultant 1, your Area Of Responsibility will be as below: Assist in conducting targeted interviews and workshops to capture user needs, and ensure accurate documentation of stakeholder requirements. Participate in design discussions to capture software specifications, and aid in creation of process documentation. Develop, refine, and document code for new software applications, following detailed design specifications to meet user requirements. Execute test plans, analyse outcomes, and report defects to the development team, to facilitate enhancement of software performance. Support the integration of new software features, facilitating smooth transitions within the existing system infrastructure. Monitor and troubleshoot live applications, ensuring prompt resolution of issues and creation of comprehensive documentation for ongoing system maintenance. Systematically document coding practices, testing methodologies, and technical solutions, thereby enriching team's knowledge repository. Your contribution to the team: An agile mindset with effective communication and problem-solving skills. The ability to work on majority of the areas as part of SDLC lifecycle. Passion for innovating solutions that drive progress and meet future challenges. A proactive approach to monitoring and resolving production issues before they escalate. Commitment to continuous learning, knowledge sharing, and fostering team development.

Requirements

Provide first-level technical support to end users (in-person, remote, or via ticketing tools).
Troubleshoot hardware, software, and network-related issues.
Log, track, and update incidents in ITSM tools (ServiceNow, Remedy, etc.).
Ensure timely resolution within defined SLAs.
Escalate complex issues to L2/L3 teams when required.
Install, configure, and maintain desktops, laptops, and peripherals.
Perform OS installations and upgrades (Windows, macOS).
Configure user environments including printers, drives, and applications.
Maintain asset inventory and ensure systems comply with company standards.
Provide professional and courteous support to users.
Communicate clearly regarding issue status and resolution timelines.
Ensure high levels of end-user satisfaction.
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.
Candidates authorized to work for any employer in the United States without employer-based visa sponsorship are welcome to apply.

Nice To Haves

Communication and Analytical skills.
Candidate should have right attitude and customer centric approach.
Document all support activity within the IT Incident and request fulfillment tool (Preferred SNOW).
Experience and desire to work in a Global delivery environment.

Responsibilities

Assist in conducting targeted interviews and workshops to capture user needs, and ensure accurate documentation of stakeholder requirements
Participate in design discussions to capture software specifications, and aid in creation of process documentation.
Develop, refine, and document code for new software applications, following detailed design specifications to meet user requirements
Execute test plans, analyse outcomes, and report defects to the development team, to facilitate enhancement of software performance
Support the integration of new software features, facilitating smooth transitions within the existing system infrastructure
Monitor and troubleshoot live applications, ensuring prompt resolution of issues and creation of comprehensive documentation for ongoing system maintenance
Systematically document coding practices, testing methodologies, and technical solutions, thereby enriching team's knowledge repository