KCS Group

Technical Support Engineer   




  Mphasis Limited | IT Solutions Provider is looking for Technical Support Engineer



Job Description

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
 

Work Experience

0 to 1 Years

Level

 Entry Level 


Job Function
Operations/Customer Service, Technical Support, Customer Service (Voice), Customer Service (Web)


Vacancies
Not Specified 


Industry
IT-Software 


Job Location
Bangalore, Pune, India 


Educational Qualification
B.Sc, BCA/BCS, B.E./B.Tech


Salary
Not Specified


Key Skills
IT Service Desk, Technical Voice Process, Technical Helpdesk Troubleshooting, Desktop Support


Company Info
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.
 


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