Role – Associate Consultant
Technology – Incident Management
Location – Erlangen, Germany
Compensation – Competitive (including bonus)

Job Description
Today, the corporate landscape is dynamic and the world ahead is full of possibilities! None of the amazing things we do at Infosys would be possible without an equally amazing culture, the environment where ideas can flourish and where you are empowered to move forward as far as your ideas will take you.
At Infosys, we assure that your career will never stand still, we will inspire you to build what’s next and we will navigate further together. Our journey of learnability, values and trusted relationships with our clients continue to be the cornerstones of our organization and these values are upheld only because of our people.

Your role
As an Associate Consultant, you are supporting the consulting team in different phases of the project including problem definition, effort estimation, design, deployment and participate in unit-level and organizational initiatives WITH the objective of providing high quality and value-adding consulting solutions to customers within the guidelines, policies and norms of Infosys.

Required
Technical responsibilities:
• Troubleshoot Virtual Desktop Infrastructure (VDI)-related issues, such as desktop connectivity, performance degradation, and application virtualization conflicts.
• Perform day-to-day VDI tasks like new application requests, Appstack creation, raising Change Requests, run tests in DEV environments before deploying new Appstacks into production.
• Collaborate with VDI L3 team and other Infosys Support groups to maintain and troubleshoot the functionality of the VDI infrastructure
• Install the Windows Operating System on the corporate machines remotely, and domain join.
• Troubleshoot and resolve Windows related issues, such as system errors, application crashes, and hardware compatibility issues.
• Manage the manual application installation requests.
• Collaborate with the Application Owners and other Infosys support groups to investigate and remediate the application installation failures.
• Act as a single point of contact between the users and the vendor for the break & fix cases affecting Lenovo laptops where there is no onsite support available.
Overall Responsibilities:
• Technical Support: Provide advanced technical support to customers by responding to inquiries, troubleshooting issues, and resolving complex problems that cannot be resolved by the Level 1 Support team.
• Issue Resolution: Take ownership of customer issues escalated to the Level 2 Support team and ensure their resolution within defined service level agreements (SLAs). Investigate root causes, collaborate with cross-functional teams when necessary, and implement sustainable solutions to prevent recurrence of issues.
• Collaboration and Communication: Collaborate closely with the Level 1 and 3 Support Teams, QA, Vendors and Software Owners to exchange information, escalate critical issues, and facilitate the resolution of complex problems. Maintain clear and effective communication channels with all stakeholders, providing regular updates on the status of customer issues.
• Documentation and Reporting: Document customer issues, resolutions, and troubleshooting steps in a clear and concise manner, ensuring that information is accurately captured for future reference. Generate reports and contribute to data analysis efforts to identify trends, patterns, and areas for improvement in the support process.

Qualifications Required:
• At least 2 -3 years of experience in technical support or a related field.
• Strong knowledge of computer systems, networks, Virtual Desktop Infrastructure and Software Applications.
• Excellent problem-solving and analytical skills.
• Strong written and verbal communication skills.
• Ability to work independently and as part of a team.

Personal
Besides the professional qualifications of the candidates we place great importance in addition to various forms personality profile. These include:
• High analytical skills
• A high degree of initiative and flexibility
• High customer orientation
• High quality awareness
• Excellent verbal and written communication skills

About Infosys
Infosys is a global leader in next-generation digital services and consulting. We enable clients in 50 countries to navigate their digital transformation. With over three decades of experience in managing the systems and workings of global enterprises, we expertly steer our clients through the many next of their digital journey. We do it by enabling the enterprise with an AI-powered core that helps prioritize the execution of change. We also empower the business with agile digital at scale to deliver unprecedented levels of performance and customer delight. Our always-on learning agenda drives their continuous improvement through building and transferring digital skills, expertise and ideas from our innovation ecosystem.
Visit www.infosys.com to see how Infosys can help your enterprise navigate your next.

All aspects of employment at Infosys are based on merit, competence and performance. We are committed to embracing diversity and creating an inclusive environment for all employees.