Description

Infosys is seeking an IT Helpdesk Support. In the role of Level 1.5 and 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.

Required Qualifications:

• 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 1 year of experience in Information Technology.
• At least 1 year of experience in Helpdesk support, File transmission administration and job monitoring tools
• 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.
• 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
• 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.
• 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

Preferred Qualifications:

• 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

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 requirem ents.