Technical Support Engineer -SD

Role L2 Technical Support Engineer

Who Are We Looking For

Level 2 Technical Support Engineer

Technical Skills

Years of experience needed 0 to 2 years

Handson experience with Windows Mac OS environmentsExcellent problem solving and communication skillsHandson experience with Windows Mac OS environmentsGood understanding of computer systems mobile devices and other tech productsFamiliarity with remote desktop applications and help desk software eg Webex LogMeIn BomgarKnowledge on Citrix Virtual Apps AWS technology and DesktopBasic knowledge on Virtualization technologyGraduate 1 plus years of relevant experience

Management Skills

Knowledge on Ticketing tools eg ServiceNow RemedyForceFamiliar to the Citrix AWS environmentAware of ITSM Process Incident managementInbound calls takingTalk to End Users through a series of actions either via phone email or chat until they have solved a technical issueProperly escalate unresolved issues to appropriate internal teams eg software developersPrioritize and manage several open issues at one timeDocument technical knowledge in the form of notes and manualsRefer to internal database or external resources to provide accurate tech solutions

Behavioral Skills

Ability to diagnose and troubleshoot basic technical issuesProven work experience as a Technical Support Engineer Desktop Support Engineer IT Help Desk Technician or similar roleProvide prompt and accurate feedback to customersEnsure 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 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