Mphasis is seeking a Technical Support Engineer with 1-3 years of experience to join our team in Pune. This role involves responding to customer queries, logging incidents and service requests, performing level 1 troubleshooting, and escalating complex issues as necessary.
| Job Description | Details |
|---|---|
| Company Name | Mphasis |
| Post Name | Technical Support Engineer – SD |
| Employment Type | Not specified |
| Job Location | Pune |
| Expected CTC | 4.2 LPA |
| Vacancy | 1 Opening |
| Starting Date of Online Application | Not specified |
| Last Date of Online Application | Not specified |
| Years of Experience Needed | 1 – 3 Years (Minimum 6 to 12 months) |
| Technical Skills | Technical Troubleshooting L1, Effective Business Communication, Time Management, Analytical Skills, etc. |
| Certifications Needed | MCSE, CCA, ITIL foundation (added advantage, not mandatory) |
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 SharePoint 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
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 experiences 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.
Mphasis is a leading IT solutions provider, offering Applications, Business Process Outsourcing (BPO), and Infrastructure services globally through a combination of technology know-how, domain, and process expertise. The accolades we have been garnering can be attributed to our undeterred focus on delivering quality solutions across verticals that meet the challenging requirements of our esteemed customers. We have been recently felicitated by the Economic Times as the most distinguished digital company 2015. We have also been ranked 29 of 100 largest financial technology vendors by American Banker and BAI in the FinTech Forward Top 100 rankings.
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