IT Helpdesk Support

Infosys • Columbus, OH

84d

About The Position

Infosys is seeking an IT Helpdesk Support. In the role of Level 2 Tech Support, you will be a technology professional and interface with key stakeholders to apply your technical proficiency across various aspects of Helpdesk Support spectrum.

Requirements

• Candidate must be located within commuting distance of Columbus, Ohio or be willing to relocate to these areas.
• 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 experience in Information Technology.
• At least 3 years of experience in Helpdesk support and File transmission administration.
• Proven experience in a technical support role, particularly with file transmission system.
• Strong knowledge of file transmission protocols (e.g., FTP, SFTP, FTPS), and experience with related software and job monitoring tools.
• Knowledge of ticketing systems and service desk tools.
• Ability to coach and train Level 1 Supervisors in a changing environment.
• Ability to analyze and interpret data.

Nice To Haves

• Knowledge of ITIL Process.
• Experience with enterprise-level file transmission systems and security protocols.
• Experience with job monitoring tools, password management, ServiceNow ticketing system.
• Relevant certifications such as CompTIA Network+, CompTIA Security+, or similar.
• Good Communication and Analytical skills.
• Experience and desire to work in a Global delivery environment.

Responsibilities

• Set up new & existing File transmission jobs for the organization/3rd Parties.
• Troubleshoot and resolve File transmission job failure and liaise with File transmission dev team.
• Continuously track and monitor job monitoring tools for any warnings, errors etc. and report them as required.
• Manage password and access management.
• Work on Incident management using ServiceNow.
• Handle escalations from Level 1 Helpdesk agents.
• Create and maintain Helpdesk knowledge docs.
• Implement and maintain quality control and continuous improvement.
• Support On-Call Service responsibilities.

What This Job Offers

• Industry: Professional, Scientific, and Technical Services
• Education Level: Bachelor's degree
• Number of Employees: 5,001-10,000 employees