Senior Technical Support Executive

About the role

Infosys Mexico is looking for a Senior Technical Support Executive to provide first‑level technical assistance to end‑users. You will ensure high availability, performance and utilization of the company’s information systems while delivering timely service restoration and request fulfillment.

Key responsibilities

• Deliver first‑line support via the Service Desk, handling incidents and service requests received through phone, web tickets, chat and email.
• Diagnose and resolve hardware (laptops, desktops) and software issues, including LAN, operating system and application problems.
• Perform system maintenance tasks such as registry fixes, patch upgrades, virus removal and security encryption.
• Provide guidance on Microsoft Office, O365, Outlook, Teams, SharePoint and OneDrive usage.
• Maintain accurate transaction records and adhere to prescribed response timelines.
• Work within defined service hours (8 am‑5 pm or 9 am‑6 pm) and ensure consistent communication with users.

Required profile

• 12‑18 months of experience in a Service Desk or technical support environment delivering remote assistance.
• Strong analytical and problem‑solving abilities with attention to detail.
• Effective time‑management and multitasking skills.
• Ability to build trust with customers and take ownership of issues.

Required skills

• Windows operating systems (XP‑10)
• iOS and Android mobile platforms
• Web browsers (Chrome, Edge, Firefox, etc.)
• Microsoft Office suite and O365 applications
• Outlook (2013‑2019), Skype for Business, Microsoft Teams
• SharePoint and OneDrive for Business
• Registry editing and patch management
• Antivirus/anti‑malware tools and security encryption
• VPN configuration and troubleshooting
• TCP/IP, OSI model, basic networking concepts and LAN troubleshooting