Role: L2 Technical Support Engineer

Who are we looking for?

Level 2 Technical Support Engineer

Years of experience needed - 0 - 2 years.

Technical Skills:

• Hands-on experience with Windows /Mac OS environments
• Excellent problem-solving and communication skills
• Hands-on experience with Windows /Mac OS environments
• Good understanding of computer systems, mobile devices, and other tech products
• Familiarity with remote desktop applications and help desk software (e.g. Webex, LogMeIn, Bomgar)
• Knowledge on Citrix Virtual Apps, AWS technology and Desktop.
• Basic knowledge on Virtualization technology.
• Graduate 1+ years of relevant experience.

Management Skills:

• Knowledge on Ticketing tools (e.g. ServiceNow, RemedyForce)
• 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've 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:

• Ability to diagnose and troubleshoot basic technical issues.
• Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician, or similar role
• Provide prompt and accurate feedback to customers.
• Ensure all issues are properly logged.

Certification:

• 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.

Skills

PRIMARY COMPETENCY : Service Desk PRIMARY SKILL : Technical Troubleshooting L1 PRIMARY SKILL PERCENTAGE : 60 SECONDARY COMPETENCY : Service Desk SECONDARY SKILL : End User Experience Management SECONDARY SKILL PERCENTAGE : 40