Senior Technical Support Executive

About the role

Infosys Mexico is looking for a Senior Technical Support Executive to join its Service Desk in Mexico City. The role involves delivering first‑line IT support to internal users, ensuring high availability and performance of hardware, software and network services.

Key responsibilities

• Provide 1st‑level technical support, service restoration and fulfillment of service requests for laptops, desktops, LAN and applications.
• Receive and triage incidents via phone, web tickets, chat and email, following prescribed timelines.
• Apply a systematic, analytical approach to diagnose root causes and prevent repeat incidents.
• Maintain service hours (8 am‑5 pm or 9 am‑6 pm) and execute transactions within agreed SLA windows.
• Collaborate with colleagues to resolve issues efficiently and communicate solutions to end users.

Required profile

• 12‑18 months of experience in a busy ICT Service Desk or technical support environment.
• Strong analytical, problem‑solving and active‑listening abilities.
• Ability to manage time effectively, multitask and maintain a customer‑focused attitude.
• Ownership and accountability for resolving issues independently.

Required skills

• Intermediate knowledge of iOS, Android and Windows (XP‑10) operating systems.
• Proficiency with browsers, Microsoft Office suite, O365, Outlook (2013‑19), Skype for Business, Microsoft Teams, SharePoint and OneDrive for Business.
• Experience with registry fixes, patch upgrades, virus removal, security and encryption tools.
• Understanding of VPN, TCP/IP, OSI model, basic networking concepts and network devices.