Role - Technology Analyst - Incident Management
Location: Erlangen, Germany

Technical responsibilities:

• 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 laptops where there is no onsite support available.
• Provide remote desktop support for users on Windows 11 systems.
• Troubleshoot and resolve issues related to Microsoft Outlook (email configuration, PST/OST issues, calendar sync, etc.).
• Support Microsoft Teams (connectivity, audio/video issues, meeting setup, integration with Outlook).
• Assist with software installations, updates, and configurations.
• Handle user account management and access permissions via Active Directory or Azure AD.
• Document issues, resolutions, and user interactions in the ticketing system (e.g., ServiceNow, Jira).
• Escalate complex issues to higher-level support or engineering teams as needed.
• Ensure timely resolution of incidents and service requests within SLAs.
• Troubleshoot Virtual Desktop Infrastructure (VDI)-related issues, such as desktop connectivity, performance degradation, and application virtualization conflicts.

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:

• Fluency in German (spoken and written) is mandatory
• Bachelor’s degree in computer science, Information Technology, or related field.
• Proven experience in remote desktop support or IT helpdesk roles.
• Strong knowledge of Windows 11 OS and troubleshooting tools.
• Proficiency in Microsoft Outlook and Teams support.
• Familiarity with Office 365, Exchange Online, and OneDrive.
• Understanding of networking basics (VPN, DNS, IP configuration).
• Experience with remote support tools (e.g., AnyDesk, TeamViewer, SCCM, Intune).
• Excellent verbal and written communication skills.
• Ability to work independently and manage multiple support tickets

Technical responsibilities:

• 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 laptops where there is no onsite support available.
• Provide remote desktop support for users on Windows 11 systems.
• Troubleshoot and resolve issues related to Microsoft Outlook (email configuration, PST/OST issues, calendar sync, etc.).
• Support Microsoft Teams (connectivity, audio/video issues, meeting setup, integration with Outlook).
• Assist with software installations, updates, and configurations.
• Handle user account management and access permissions via Active Directory or Azure AD.
• Document issues, resolutions, and user interactions in the ticketing system (e.g., ServiceNow, Jira).
• Escalate complex issues to higher-level support or engineering teams as needed.
• Ensure timely resolution of incidents and service requests within SLAs.
• Troubleshoot Virtual Desktop Infrastructure (VDI)-related issues, such as desktop connectivity, performance degradation, and application virtualization conflicts

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