Mphasis Limited | IT Solutions Provider is hiring for Technical Support Engineer
We are looking for Technical Support Engineer (Service Desk) to respond to customer queries via inbound calls, emails, chat, and web tickets within defined SLAs. 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.
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
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
Interested candidates can share their CVs to rashmi.siddaraju@mphasis.com and imran.raje@mphasis.com
Job Location
Bangalore, Pune, India
Work Experience
0 - 1 Year/s
Educational Qualification
B.Sc, BCA/BCS, B.E./B.Tech
Required Skill Set
IT Service Desk, Technical Voice Process, Technical Helpdesk Troubleshooting, Desktop Support
About Us
Mphasis is a leading IT solutions provider, offering Applications, Business Process Outsourcing (BPO) and Infrastructure services globally through a combination of technology knowhow, domain and process expertise. Mphasis Limited (then, Mphasis BFL Limited) was formed in June 2000 after the merger of the US-based IT consulting company Mphasis Corporation (founded in 1998) and the Indian IT services company BFL Software Limited (founded in 1993)
Over the years we have left an indelible impression in the IT solutions domain with an impressive clientele and an extensive global presence. The accolades we have been garnering can be attributed to our undeterred focus in delivering quality solutions across verticals that meet the challenging requirements of our esteemed customers. Our integrated solutions offering is aimed at creating value for our customers, helping them in improving their business processes with minimum hassles and capital outlays.
