Tech Support Associate

Infosys•Richardson, TX

2d•Onsite

About The Position

As a Tech Support Associate, you will provide support to consulting and technical teams by contributing to various stages of telecom network implementation and network maintenance life cycle. You will assist the team by providing network maintenance support, conducting root-cause analysis of issues, ensuring high quality and on-time customer service. You will play a critical role by contributing to the knowledge management process while interfacing with internal teams and driving higher efficiency. This role involves supporting Order to Cash functionality, managing customer relationships, serving as a primary technical point of contact, understanding disconnect workflows, coordinating with customers, providing L1 operational support for FTTH service delivery, supporting service restoration and provisioning, maintaining accurate network inventory, triaging order fallouts, troubleshooting issues, and documenting processes.

Requirements

High School Diploma/GED or equivalent educational qualification.
Proficient in both oral and written communication, ensuring clarity and professionalism in all interactions
Exposure to computer operating skills
Attention to detail and problem-solving abilities.
Candidate must be willing to provide project support to the client during business hours (6:00 a.m. -10:00 p.m. CST , Monday through Sunday). The role requires working an 8-hour shift per day within the specified business hours, totaling 40 hours per week across 5 working days. Weekly Off’s can be can be any 2 day between Monday and Sunday, weekly-offs will not be consecutive days and it will be split between Monday to Sunday.
Candidates authorized to work for any employer in the United States without employer-based visa sponsorship are welcome to apply. Infosys is unable to provide immigration sponsorship for this role at this time
This position is based in Richardson, TX . Candidates must reside within a reasonable commuting distance or be willing to relocate. The role may involve occasional travel and/or relocation as required.

Nice To Haves

Basic understanding of TCP/IP, DNS, DHCP, VLANs, subnetting, NAT, and common ports/protocols.
Familiarity with switching and routing fundamentals.
Troubleshooting experience with wired and wireless connectivity.
Basic knowledge of firewall concepts and VPN fundamentals.

Responsibilities

Support in Order to Cash functionality (End to End workflow starting from Order Entry till Activation) in Service Delivery.
Develop, maintain and manage customer relationships from the operational to executive levels throughout the organization.
Serves as primary technical point of contact for the implementation and regroom team, interfacing with engineering, service delivery, internal and external partners and customers.
Demonstrates understanding of disconnect design/offnet workflow, various apps/tools and processes to help efficiently manage and support customer requested disconnects and DCO research.
Coordinate with Customer on understanding their requirement based on the request they submitted.
Provide centralized L1 operational support for FTTH service delivery by assisting field technicians and internal teams via multiple contact channels, ensuring timely progression of customer service orders.
Support service restoration and provisioning activities by performing or guiding tasks such as Optical Network Terminal changes, activations, and service provisioning, and validating completion criteria to restore customer services.
Maintain accurate facilities, network mapping, and logical inventory across copper and fiber service areas by implementing mapping/inventory updates, correcting discrepancies/out-of-sync conditions, and ensuring systems of record reflect network reality.
Triage and resolve order fallouts by identifying blockers,
Trouble-shoot issues, document process, review checklists, and develop reference implementations
Understand the existing system and processes to document
In addition to the above, based on the area of work like application development, infra support, cyber support, Microsoft office, service now, associated areas of responsibility will apply