Job Description
Role: Technical Support Engineer – Service Desk
Location: Pune/Bangalore
Who are we looking for?
- Respond to customer queries via inbound calls, emails, chat, and web tickets within defined SLAs
- 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:
- 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
Process Skills:
- Knowledge on Ticketing tools (e.g., Remedy)
- Familiar to the Citrix, AWS environment
- Aware of ITSM Process (Incident management)
- Inbound calls taking
- Talk to End Users through a series of actions, either via phone, email, or chat, until they have solved a technical issue
- Properly escalate unresolved issues to appropriate internal teams (e.g., software developers)
- Prioritize and manage several open issues at one time.
- Document technical knowledge in the form of notes and manuals.
- Refer to internal database or external resources to provide accurate tech solutions
Interested candidates can share their CVs to rashmi.siddaraju@mphasis.com and imran.raje@mphasis.com
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