Senior Tech. Support Engineer - SD

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The Senior Technical Support Engineer - Service Desk in Pune responds to customer queries via various channels, logs incidents, troubleshoots technical issues, and escalates complex problems. Requires 2-3 years of Service Desk troubleshooting experience with strong communication, time management, analytical, and problem-solving skills. Must be proficient in troubleshooting desktop/OS, applications, and have knowledge of virtual desktop infrastructure support.

Job Description

Role : Senior Technical Support Engineer - Service Desk

Location : Pune

Job Summary

 Respond to customer queries via inbound calls, emails, chat and web tickets within defined SLA’s

 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

 Level 1 troubleshooting mainly related to desktop/OS, Custom and COTS applications, Exchange related, End devices, VPN, VOIP and share point as per guidelines in the knowledgebase.

 Remote desktop troubleshooting. Escalate complex incidents / requests to upstream technical groups

Years of Experience Needed:-

 2--3Years of Experience in Service Desk Troubleshooting.

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

Non-Technical Skills :

 Good in communication

 Positive energy

 Positive attitude

 Self learner

Certification:

 ITIL certified

Skills
PRIMARY COMPETENCY : Service Desk

PRIMARY SKILL : Technical Troubleshooting L1.5

PRIMARY SKILL PERCENTAGE : 51

SECONDARY COMPETENCY : Service Desk

SECONDARY SKILL : End User Experience Management

SECONDARY SKILL PERCENTAGE : 30

TERTIARY COMPETENCY : Service Desk TERTIARY SKILL : Incident Lifecycle Coordination

TERTIARY SKILL PERCENTAGE : 19

Set alert for similar jobsSenior Tech. Support Engineer - SD role in Pune, India

Company

Mphasis

Job Posted

a year ago

Job Type

Full-time

WorkMode

On-site

Experience Level

3-7 Years

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