Senior Technical Support Engineer
Mphasis Ltd
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Senior Technical Support Engineer
Mphasis Ltd
Bengaluru/Bangalore
Not disclosed
Job Details
Job Description
Sr Tech. Support Engineer - SD
Job Description – Service Desk
Job Summary –
We are searching for a Mid-Level precise & efficient service desk analyst to support our client. 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 1/1.5 troubleshooting mainly related to desktop/OS, Custom and COTS applications, 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.
Years of experience needed –
2-4 years
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
Certifications Needed:
ITIL Certified
Service Desk related certifications
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 client.
Job role
Work location
Bangalore
Department
IT & Information Security
Role / Category
IT Security
Employment type
Full Time
Shift
Day Shift
Job requirements
Experience
Min. 2 years
About company
Name
Mphasis Ltd
Job posted by Mphasis Ltd
Apply on company website