Technical Support Engineer -sd Job in Mphasis Limited

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).