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Branch Support Specialist

A Branch Support Specialist is responsible for providing technical support for hardware and software issues and requests to end users at branch locations. The Branch Support Specialist possesses a diverse skill set that includes providing frontline hardware and software technical support, local project coordination and delivery, escalation support for major incidents, and collaborating cross-functionally with network services and escalation teams to resolve complex issues locally. Branch Support Specialists can be on-site dedicated to a branch location or dispatched to a branch location based on expertise and proximity to the site needing support.

Required Qualifications:

• On-site Branch Support Specialists in Metro Campuses will be required to support all buildings within a Metro Campus.
• Bachelor's degree or foreign equivalent required from an accredited institution. Will also consider three years of progressive experience in the specialty in lieu of every year of education.
• Due to role being client facing, role requires professional behavior, good English communication, interpersonal and customer care skills.
• Ability to work under pressure and on tight time scales.
• Experience using helpdesk ticketing application.
• Technical grasp of a wide range of applications including in-house and 3rd party applications.
• Preferred financial/banking support experience.
• Technical escalation for Level 1&2.
• Manage root cause analysis, ownership and escalation of complex problems and issues and escalations.
• Ability to work with senior engineering towers.

Responsibilities:

• Troubleshoot, repair, and maintain software applications
• Software installation
• Experience supporting mobile phones/tablets/laptops
• Escalation from helpdesk for application support including in-house, 3rd party applications and market data applications
• Provide support for operating system drivers, software and firmware.
• Ensure policies and procedures are followed, communicated, and adhered to.
• Interacting with other support groups (local and global) within the firm across multiple platforms
• Recording and/or manage all Incidents and Requests in ticket tracking system.
• Participating in required training programs and adhere to OI's with acknowledgement.
• Be proactively responsive to multiple mediums of communication platforms such as email and MS Teams
• Image/re-image computers, configure IP, phones and mobile phones
• Hardware inventory management ensuring stock levels are constantly monitored
• Hardware request and receipt through internal ordering system
• Manage/oversee housekeeping on IT rooms
• Manage client expectations
• Comm Room patching
• Evaluate user requests and requirements and recommend effective technological solutions
• Work across lines of service to ensure a coordinated approach to providing support for the customer
• Actively participate in program of continuous service improvement taking ownership of actions that deliver results.
• Manage/oversee hardware decommissioning events
• Ensure that policies/guidelines related to Overtime and Expenses are adhered to as well as all local guidelines for cost control

About Us Infosys is a global leader in next-generation digital services and consulting. We enable clients in 46 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 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.