Technical Support Engineer -SD

Job Description

Job Summary –

 Respond to customer queries via inbound calls, emails, chat, and web tickets within defined SLA’s

 Logging incidents and service requests, categorizing and prioritizing them, and managing their life cycle as per ITIL guidelines.

 Update users about request status and close request when users are satisfied with solutions

 Level 1 troubleshooting mainly related to desktop/OS, Exchange related, End devices, VPN, VOIP and share point as per guidelines in the knowledgebase.

 Remote desktop troubleshooting. Escalate complex incidents / requests to upstream technical groups

Technical Skills

Years of experience needed – Minimum 6 to 12 months

 Effective Business Communication

 Strong time management

 Communication in neutral or American accent over phone and grammar skills

 Analytical skills

 Ability to follow process and procedures. Escalate unknown issues or questions without delay

 Prompt response to telephone calls, email, and instant message requests for technical support

 Operating the computer, OS and Knowledge base navigation

 Use of Ticketing tool

 Account Management / Password reset

 Active listening and probing skills

 Level 1 and 1.5 technical troubleshooting

 Experience and or understanding of Virtual Desktop Infrastructure support (Citrix Xen Desktop, Xen App, Receiver)

 Knowledge of remote support tools, i.e., Bomgar, Remote Desktop, Citrix, Desktop Director

 Proficient in MS Office 2013, 2016 and must have knowledge of O365

 Must have worked on Windows 7 and Windows 10 support for laptops and desktops

 Documents, tracks, and monitors new and open Incidents until resolution or proper escalation

 Knowledge of Wyse thin and zero client support, set up and connectivity

 Supporting issues with Printer installations, HP Print and Scan via USB

 Cisco VPN client support

Certifications Needed

 MCSE, CCA, ITIL foundation is an added advantage (not mandatory).

About Mphasis

Mphasis applies next-generation technology to help enterprises transform businesses globally. Customer centricity is foundational to Mphasis and is reflected in the Mphasis’ Front2Back™ Transformation approach. Front2Back™ uses the exponential power of cloud and cognitive to provide hyper-personalized (C=X2C2TM=1) digital experience to clients and their end customers. Mphasis’ Service Transformation approach helps ‘shrink the core’ through the application of digital technologies across legacy environments within an enterprise, enabling businesses to stay ahead in a changing world. Mphasis’ core reference architectures and tools, speed and innovation with domain expertise and specialization are key to building strong relationships with marquee clients.