Vacant job

Job Description – Office Onsite Services Engineer

Location – Stockholm, Sweden

Role Summary

The Office Onsite Services Engineer is responsible for providing hands-on, in-person IT support to end users at Company locations. The role focuses on walk-in desk support, desk-side troubleshooting, device support, and user onboarding activities. The engineer operates primarily as a second-level support resource, working closely with centralized support teams and adhering to Company IT service management processes.

Key Responsibilities

• Provide onsite IT support for issues that cannot be resolved through remote support or the Global Service Desk.
• Operate walk-in support desks with a strong customer service mindset, acting as the first point of contact for users.
• Troubleshoot and resolve incidents related to desktops, laptops, printers, peripherals, mobile devices, and conference room collaboration equipment.
• Support operating system and approved application troubleshooting based on standard operating procedures.
• Identify recurring issues and problem candidates, collect logs, and contribute to root cause analysis.
• Document solutions and fixes in the knowledge base and actively share knowledge across sites and support teams.
• Support employee onboarding activities, including device preparation, setup, and Day 1 handover.
• Assist during high-priority incidents, taskforces, and onsite escalations.
• Perform onsite installations, patching, and software deployments where remote execution is not possible.
• Ensure accurate use of ITSM tools for incident, request, and knowledge management.
• Participate in shadow, reverse shadow, and steady-state operations as part of service transition.

Required Skills and Technical Competencies

• Strong hands-on experience supporting Windows and macOS platforms.
• Working knowledge of ITSM tools (e.g., ServiceNow) and remote support tools.
• Experience with end-user hardware including desktops, laptops, monitors, printers, peripherals, and mobile devices.
• Basic understanding of LAN/networking concepts and workplace connectivity troubleshooting.
• Familiarity with walk-in desk operations and queue-based support models.
• Ability to follow runbooks, standard operating procedures, and security guidelines.

Behavioral and Professional Skills

• Strong customer service orientation and professional communication skills.
• Ability to work independently in an onsite environment while collaborating with remote teams.
• Proactive approach to identifying service improvement opportunities based on user interactions.
• Good documentation discipline and knowledge-sharing mindset.
• Ability to handle pressure during high-priority incidents or peak support periods.

Language and Location Requirements

• Fluency in English is mandatory.
• Fluency in the local language of the service location is required.
• Ability to work onsite during defined service hours and at designated Company locations.

Education and Experience

• Bachelor’s degree in Information Technology, Computer Science, or equivalent practical experience.
• 5+ years of experience in onsite IT support, desktop support, or end-user computing roles.
• Prior experience in an enterprise IT or managed services environment is preferred.

Additional Requirements

• Willingness to work in walk-in support environments and interact directly with end users.
• Ability to comply with Company security, compliance, and data protection policies.
• Valid driving license may be required for roles involving onsite travel between locations (where applicable).

About Us

Infosys is a global leader in next-generation digital services and consulting. We enable clients in more than 50 countries to navigate their digital transformation. With over four 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.

All aspects of the hiring process and employment at Infosys are based on merit, competence and performance. We are committed to embracing diversity and creating an inclusive environment for all employees. Infosys is proud to be an equal opportunity employer.

Open to all We focus on your competence, not your other prerequisites. We are open to adapting the role or workplace to your needs.