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Infosys · 1 day ago

Tech Support Associate

Richardson, TX

Full-time

Onsite

New Grad, Entry Level

Infosys is a global leader in next-generation digital services and consulting. As a Tech Support Associate, you will provide support to consulting and technical teams during telecom network implementation and maintenance, ensuring high-quality customer service and contributing to knowledge management processes.

ConsultingInformation ServicesInformation TechnologyIT ManagementSoftware

No H1B

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

Qualification

TCP/IPDNSDHCPWired connectivity troubleshootingWireless connectivity troubleshootingAttention to detailProblem-solvingFirewall conceptsVPN fundamentalsSwitching fundamentalsRouting fundamentalsVLANsSubnettingCommon ports/protocolsOral communicationWritten communication

Required

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 (7:00 AM – 8:00 PM CST, Monday through Saturday). The role requires working an 8-hour shift per day within the specified business hours, totaling 40 hours per week across 5 working days. Sunday will be a fixed weekly off, and the second weekly off can be any day between Monday and Saturday

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