Network Tech Support (Lumen) at Infosys Limited
Infosys Limited · Raleigh, United States Of America · Onsite
- Junior
- Office in Raleigh
Job Description
We are seeking an enthusiastic and motivated professional to join our service delivery team in a hybrid role that blends project coordination, technical telecom/network operations, and order management. This position supports the full lifecycle of service delivery—from order intake to billing—ensuring high levels of customer satisfaction, operational efficiency, and continuous improvement. It is ideal for candidates looking to grow in IT, networking, and customer service domains.
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Key Responsibilities:
Customer & Project Coordination
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Key Responsibilities:
Customer & Project Coordination
- Serve as the single point of contact for assigned customer accounts.
- Coordinate with Sales, Service Delivery, Product, and Technical teams to implement solutions.
- Manage critical dates, handle escalations, and ensure timely delivery of services.
- Participate in weekly/monthly review calls with clients and leadership to track progress and address challenges.
- Maintain strong communication with internal teams and customers to improve processes and enhance satisfaction.
- Validate and process orders through multiple channels, ensuring accurate entry into systems.
- Execute customer quotes and manage orders for local exchange carriers.
- Handle escalations for special and expedited order requests.
- Maintain close working relationships with Sales/Customer Care Managers to ensure timely and accurate order entry.
- Document all issues, troubleshooting steps, and resolutions in the ticketing system.
- Support billing processes and maintain technical documentation.
- Read and interpret maps, building plans, and utility demarcation points.
- Support network planning, builds, and disconnect projects with technical accuracy.
- Troubleshoot Layer 1 and Layer 2 technologies (Ethernet, SONET, STM, E1/T1).
- Perform Root Cause Analysis (RCA) for missed metrics and drive improvement plans.
- Contribute to operational automation initiatives to optimize delivery cycles.
- Stay updated on new products, systems/tools, and process changes.
- Apply critical thinking to evaluate order packages and improve workflows.
- Continuously enhance job skills through training and professional development.
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Qualifications:
Required:
Required:
- Must be a U.S. citizen.
- Associate’s degree, high school diploma, or bachelor’s degree in IT, Computer Science, Networking, or a related field.
- 0–1 years of experience in telecom/network operations or customer service.
- Strong customer service, problem-solving, and analytical skills.
- Effective verbal, written, and interpersonal communication skills.
- Proficiency in Windows-based applications (Word, Excel, etc.).
- Strong organizational skills and attention to detail.
- Ability to manage multiple projects in a fast-paced environment.
- 0–1 years of experience in telecommunications or IT.
- Understanding of technical products and services.
- Basic project management skills or certification.
- Experience working in a global delivery model.
- Knowledge of order processing and provisioning workflows.
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The job entails sitting as well as working at a computer for extended periods of time. Should be able to communicate by telephone, email or face to face. Travel may be required as per the job requirements.
Pay: $40,000 ($19.23/hour)
Along with competitive pay, as a full-time Infosys employee you are also eligible for the following benefits:
- Medical/Dental/Vision/Life Insurance
- Long-term/Short-term Disability
- Health and Dependent Care Reimbursement Accounts
- Insurance (Accident, Critical Illness , Hospital Indemnity, Legal)
- 401(k) plan and contributions dependent on salary level
- Paid holidays plus Paid Time Off
State / Region / Province
North Carolina, Texas
Practice Unit
NAM_CIS
Country
USA
Role
Tech Support Associate
Company
ITL USA
Work Location
Raleigh, NC, Richardson, TX
External Job Title
Network Tech Support
EEO/About Us
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.
EEO
Infosys provides equal employment opportunities to applicants and employees without regard to race; color; sex; gender identity; sexual orientation; religious practices and observances; national origin; pregnancy, childbirth, or related medical conditions; status as a protected veteran or spouse/family member of a protected veteran; or disability.
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.
EEO
Infosys provides equal employment opportunities to applicants and employees without regard to race; color; sex; gender identity; sexual orientation; religious practices and observances; national origin; pregnancy, childbirth, or related medical conditions; status as a protected veteran or spouse/family member of a protected veteran; or disability.
