The Job logo

What

Where

Senior Tech. Support Engineer - SD

ApplyJoin for More Updates

You must Sign In before continuing to the company website to apply.

Job Description

Role: Technical Support – Service Desk

Location: Pune

Who are we looking for?

Candidates with good English speaking and written skills and keen to work with End User Support team to deliver user positive experience to enterprise users while they deal with technology in their organization, help them improve productivity, and consult/coach them to adopt new technology/enhancements.

 

Job Responsibilities:

 Provide technical resolution to users of an enterprise organization to enable them to work effectively

 Data analysis to identify improvement areas

 Drive improvement plans along with delivery teams

 Create knowledge content technicians to resolve issues faster while supporting a user

 Develop user guides to enable users to assist themselves and eliminate the need to contact support

 Support service desk delivery teams to execute effectively

 Prepare presentations/slideware for different audiences like client, internal teams, sales, leadership, etc.

 Provide inputs to create automation utilities for sequential step troubleshooting, service request fulfillment

 Test automations before they can be deployed to production

 Learn existing and new offerings of ITSM tools

 Recommend new feature adoption for ITSM’s used by delivery teams

 Work extensively on excel reports for data analysis, SIP’s, Project tracking, etc.

 Participate in client meetings and represent service desk delivery

 Study industry best practices and trends to be ahead of the change

 Research next gen end user support initiatives and propose best fit solution for existing customer

 Execute or coordinate automation applicable to end user support

 Build workflows in ITSM to reduce manual effort

 Enable virtual assistants by building talents or designing voice and chat bots

 Design self service portal for users to navigate conveniently and increase adoption

 Create request catalogues and orchestration to auto full service request

 

Skills:

 Analytical Skills – Advance

 Effective Business Communication - Advance

 MS Office (Excel, Word and PowerPoint) – Advance

 Email Etiquette – Advance

 Managing Stress – Intermediate

 Willingness to Learn – Expert

 Influencing Others - Intermediate

 Insight into the Customer's Mindset - Intermediate

 Solution Based Approach - Intermediate

 Follow Through - Advance

 Personal Credibility - Intermediate

 Self-Development - Beginner

 M365 – Intermediate

 Computing device understanding – Advance

 Dealing with Technology - Advance

 

Qualification:

 Any graduate

 Effective communication – Oral & Written

 

What’s in for you?

 At Mphasis, we promise you the perfect opportunity of building technical excellence, understand business performance and nuances, be abreast with the latest happenings in technology world and enjoy a satisfying work life balance.

 With the current opportunity, you will get to work with the team that has consistently been setting benchmarks for other deliveries in terms of delivery high CSATs, project completion on time and being one of the best teams to work for in the organization.

 You get an open and transparent culture along with freedom to experimentation and innovation

 

About the practice/ Project:

 Service Desk Delivery

 

Who are we?

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. 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 .

 

Skills

PRIMARY COMPETENCY : Service Desk PRIMARY SKILL : Technical Troubleshooting L1.5 PRIMARY SKILL PERCENTAGE : 100

Set alert for similar jobsSenior Tech. Support Engineer - SD role in Bangalore Urban, India
Mphasis Logo

Company

Mphasis

Job Posted

a year ago

Job Type

Full-time

WorkMode

On-site

Experience Level

3-7 years

Locations

Bangalore Urban, Karnataka, India

Qualification

Bachelor

Applicants

Be an early applicant

Related Jobs

Mphasis Logo

Senior Technical Support Engineer - Service Desk

Mphasis

Bangalore Urban, Karnataka, India

Posted: a year ago

Job Description Role: Technical Support – Service Desk Location: Pune Who are we looking for? Candidates with good English speaking and written skills and keen to work with End User Support team to deliver user positive experience to enterprise users while they deal with technology in their organization, help them improve productivity, and consult/coach them to adopt new technology/enhancements.   Job Responsibilities:  Provide technical resolution to users of an enterprise organization to enable them to work effectively  Data analysis to identify improvement areas  Drive improvement plans along with delivery teams  Create knowledge content technicians to resolve issues faster while supporting a user  Develop user guides to enable users to assist themselves and eliminate the need to contact support  Support service desk delivery teams to execute effectively  Prepare presentations/slideware for different audiences like client, internal teams, sales, leadership, etc.  Provide inputs to create automation utilities for sequential step troubleshooting, service request fulfillment  Test automations before they can be deployed to production  Learn existing and new offerings of ITSM tools  Recommend new feature adoption for ITSM’s used by delivery teams  Work extensively on excel reports for data analysis, SIP’s, Project tracking, etc.  Participate in client meetings and represent service desk delivery  Study industry best practices and trends to be ahead of the change  Research next gen end user support initiatives and propose best fit solution for existing customer  Execute or coordinate automation applicable to end user support  Build workflows in ITSM to reduce manual effort  Enable virtual assistants by building talents or designing voice and chat bots  Design self service portal for users to navigate conveniently and increase adoption  Create request catalogues and orchestration to auto full service request   Skills:  Analytical Skills – Advance  Effective Business Communication - Advance  MS Office (Excel, Word and PowerPoint) – Advance  Email Etiquette – Advance  Managing Stress – Intermediate  Willingness to Learn – Expert  Influencing Others - Intermediate  Insight into the Customer's Mindset - Intermediate  Solution Based Approach - Intermediate  Follow Through - Advance  Personal Credibility - Intermediate  Self-Development - Beginner  M365 – Intermediate  Computing device understanding – Advance  Dealing with Technology - Advance   Qualification:  Any graduate  Effective communication – Oral & Written   What’s in for you?  At Mphasis, we promise you the perfect opportunity of building technical excellence, understand business performance and nuances, be abreast with the latest happenings in technology world and enjoy a satisfying work life balance.  With the current opportunity, you will get to work with the team that has consistently been setting benchmarks for other deliveries in terms of delivery high CSATs, project completion on time and being one of the best teams to work for in the organization.  You get an open and transparent culture along with freedom to experimentation and innovation.   About the practice/ Project:  Service Desk Delivery   Who are we? 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. 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 .   Skills PRIMARY COMPETENCY : Service Desk PRIMARY SKILL : Technical Troubleshooting L1.5 PRIMARY SKILL PERCENTAGE : 100  

CommScope Logo

Senior Technical Support Engineer

CommScope

Bangalore Urban, Karnataka, India

Posted: a year ago

JOB DESCRIPTION Req ID:  76120 Location:  Bangalore, Karnataka, India In our ‘always on’ world, we believe it’s essential to have a genuine connection with the work you do. In our 'always on' world, we believe it's essential to have a genuine connection with the work you do.   CommScope is looking to add a Technical Support Engineer to join our team.   How You'll Help Us Connect the World The Technical Support Engineer (TSE) will be responsible for providing first level of Technical Support for various technologies in Ruckus Wireless products to our Enterprise customers.   Required Qualifications for Consideration: Be the first technical point of contact for the customer Should possess the ability to handle critical (P1) cases soon after the training in Ruckus Products Demonstrate the ability to work with Escalation team and/or engineering teams to manage raised cases Work closely with SE teams internally on larger networks and more sophisticated issues Identify customer problems/issues and assist customer to resolve issues while consistently providing great Customer Experience Identify and reproduce customer technical problems in a test/lab environment Work on day-day tickets, follow-up with clients, provide feedback and see problems through to resolution Ensure proper case documentation and closure Generate clear and concise documentation in the form of case notes, technical tips and white papers Contribute to the knowledge base by creating KB articles Advise and discuss with Staff or Principal Engineers on calls and emails that require assistance. Timely handoff (critical issue) of cases that require sophisticated technical investigation by the LTE Team Manage customer expectation and make sure customer is receiving the highest quality of service Document customer issues for future reference and build knowledge base of the solutions given to the customer Actively participate in trainings and improve product and process knowledge Strict alignment to Service Level Agreement important metrics Understand the SLA’s and work/align style of working towards meeting them KRAs include: CSAT, Active Backlog, Aged Backlog, Time to Resolve and Time to Close, Critical issue %, KB Contribution   You Will Excited Us If You Have: Minimum of 4 years of customer support experience in IP networks, WiFi or related environment. Data networking is required, Wireless networking experience is desired. Preferably worked as an engineer TAC Excellent written and oral communication ability, including formal presentation skills to customers, partners, Ruckus accounts and support teams Good understanding and applied knowledge of TCP/IP, L3 routing, L2 switching, Multicast, firewalls, QOS Good understanding and solving skills with wireless technologies 802.11x, WLAN authentication, encryption, EAP, PSK, Radius, AAA, DNS Good understanding of RF transmission and antenna behavior Technical expertise in fixing and resolving sophisticated Layer 2/3 and/or wireless issues in multi-vendor environments Experience providing support to advise customers, resellers, and field personnel in resolving company product related issues Experience working in a support lab environment for problem replication Experience documenting the sequence of events related to resolving customer technical issues Proficient with analyzing data traces from protocol analyzers such as Wireshark Hands on experience on protocol analyzers tools such as Wireshark, Ethereal, Ruckus Wireless Products, Ethernet switching, Routing and Data Centers, Wi-Fi solutions, Multi-tenant solutions, Hotspot services, IOT solutions. Bachelor or diploma in a computer related field or equivalent work experience   Experience considered favorably: Experience with Wireless survey tools like Ekahau Solid Understanding of Salesforce and JIRA. Multiple language skills Experience working with Linux Experience working in (or with) a vendor Relevant industry accreditations/certifications: CWNA, CCNA, CCNP, JNCIA, JNCIS   Communication/work style: Excellent communication/interpersonal skills to clearly and simply articulate ideas, frame problems and offer solutions Strong interpersonal skills with a focus on customer satisfaction A belief in ownership Ability to drive for results and meet tight deadlines while maintaining a high level of accuracy and attention to details Must maintain a professional attitude, demeanor and be highly motivated and self-directed Encourages and accepts feedback   Work Schedule:  Monday through Friday or ‘staggered work week’, i.e. Sunday through Thursday or Tuesday through Saturday and weekend or overnight hours as required.   What Happens After You Apply: Learn how to prepare yourself for the next steps in our hiring process by visiting https://jobs.commscope.com/content/2022-—How-We-Hire/?locale=en_US   Why CommScope? CommScope is on a quest to deliver connectivity that empowers how we live, work, and learn. Our employees push the boundaries of communications technology that enables game-changing discoveries like 5G, the Internet of Things, and gigabit speeds for everyone, everywhere. With our unmatched expertise in copper, fiber, and wireless infrastructure, our global clients rely on us to outperform today and be ready for the needs of tomorrow. RUCKUS Networks builds and delivers purpose-driven networks that perform in the demanding environments of the industries we serve. Together with our network of trusted go-to-market partners, we empower our customers to deliver exceptional experiences to the guests, students, residents, citizens and employees who count on them.  www.ruckusnetworks.com If you want to grow your career alongside bright, passionate, and caring people who strive to create what's next…..come connect to your future at CommScope. CommScope is an Equal Opportunity Employer (EEO), including people with disabilities and veterans. If you are seeking an accommodation for the application or interview process, please contact us to submit your request at talentacquisition@commscope.com. Why CommScope: CommScope is on a quest to deliver connectivity that empowers how we live, work, and learn. Our employees push the boundaries of communications technology that enables game-changing discoveries like 5G, the Internet of Things, and gigabit speeds for everyone, everywhere. With our unmatched expertise in copper, fiber, and wireless infrastructure, our global clients rely on us to outperform today and be ready for the needs of tomorrow.  If you want to grow your career alongside bright, passionate, and caring people who strive to create what's next…..come connect to your future at CommScope. CommScope is an Equal Opportunity Employer (EEO), including people with disabilities and veterans. If you are seeking an accommodation for the application or interview process, please contact us to submit your request at talentacquisition@commscope.com. You can also learn more about CommScope’s accommodation process and EEO policy at  https://jobs.commscope.com/eeo