Mphasis Looking for Technical Support Engineer at Pune Full Time

Who are we looking for

• 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:

• 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

Behavioral Skills :

• Good in communication
• Positive energy
• Positive attitude
• Self-learner

Certification:

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