Infosys
Hands & Feet Operations & Technical Support
RoleOperations
LevelMid Level
LocationSantiago de Querétaro, Mexico
WorkOn-site
TypeFull-time
Posted1 month ago
About the role
- Hands & Feet Operations & Technical Support
- Perform imaging, configuration, patching, BIOS/driver updates, troubleshooting, and compliance checks.
- Receive, configure, ship, track, and recover mobile devices, handhelds, and accessories.
- Maintain accurate asset records in Service Now/CMDB and ensure timely updates after moves, changes, or decommissioning
- Deploy, assemble, and troubleshoot desktops, laptops, and EUC peripherals.
- Resolve operating system, application, and device patching issues using Intune, SCCM or equivalent tools.-
- Support collaboration and conference room technologies including Polycom, Cisco, Microsoft Teams Rooms, and Surface Hub.
- Troubleshoot printer hardware issues, coordinate with printing vendors, and ensure consumable availability.
- Perform file restorations, backups, and recovery activities using onsite tape or backup systems where applicable.
- Maintain accurate ITSM records and ensure adherence to ITIL incident, request, and change management processes.
- Support local and network printers including color, black-and-white, and thermal printers.
- Maintain printer environments and execute preventive maintenance plans.
- Operate Walk-Up / Tech Bar support channels for end-user how-to assistance and issue resolution.
- Manage loaner issuance, return tracking, secure data wiping, and spare device inventories.
- Perform standard device swaps and support data backup and transfer activities.
- Ensure hardware, software, cabling, and network readiness prior to IMAC execution.
- Perform installations, de-installations, relocations, upgrades, and associated network connectivity tasks.
- Provide dedicated on-site VIP support with priority response and resolution (All on - call, after - hours, or priority support activities will be scheduled and executed in accordance with local labor laws, Works Council agreements and defined support rosters).
- Manage tickets on behalf of VIPs and provide proactive follow-ups and check-ins.
- Maintain strict confidentiality, discretion, and VIP-specific documentation.
- Assist with cabling, rack mounting, patching, hardware validation, and physical connectivity.
- Set up KVM/console access for servers and network devices and assist remote teams.
- Maintain site documentation including rack layouts, AP inventories, and floor-wise diagrams.
- Support infrastructure-related changes and perform preventive maintenance.
About Infosys
Santiago de Querétaro
Headquarters