Incident Technician

Infosys - New York, NY

Full-time

Remote - New York, NY

Professional, Scientific, and Technical Services

About the position

The Incident Technician role at ITL USA involves providing technical support and managing IT infrastructure to ensure smooth operations within the organization. This position focuses on troubleshooting hardware and software issues, supporting users, and managing incidents effectively. The technician will also participate in after-hours support and collaborate with various IT teams to maintain high service standards.

Responsibilities

• Troubleshoot and resolve software and hardware issues
• Provide technical support for in-house, third-party, and market data applications
• Assist with operating system, driver, and firmware support
• Configure and maintain home and remote work setups
• Manage hardware inventory and procurement
• Maintain IT rooms and equipment
• Support office moves, relocations, and decommissioning
• Perform basic network tasks, such as cable patching
• Provide timely and effective user support via various channels (email, phone, chat)
• Assist with onboarding and offboarding processes
• Evaluate user needs and recommend appropriate solutions
• Train users on new technologies and processes
• Log, track, and resolve incidents and service requests
• Escalate issues as necessary and communicate status updates
• Proactively monitor systems and identify potential problems
• Participate in on-call rotation for after-hours and weekend support
• Stay current with technology trends and industry best practices
• Adhere to company policies, procedures, and security standards
• Work collaboratively with other IT teams and business units

Requirements

• Strong knowledge of IT hardware and software
• Experience with troubleshooting and problem-solving techniques
• Excellent communication and interpersonal skills
• Ability to work independently and as part of a team
• Strong customer service orientation

Nice-to-haves

• Operating systems (Windows, macOS)
• Network protocols (TCP/IP, DNS, DHCP)
• Security best practices
• Scripting languages (PowerShell, Python)
• ServiceNow
• JIRA, Kanban