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Sr Tech. Support Engineer - SD
Mphasis
posted 18hr ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
Role: Helpdesk Agent
Location: - Pune
Job Summary -
To 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. Self-starter with an ability to work in a team environment. 5 days working and any 2 consecutive/Split weekly offs. Willingness to work in night / Rotational shifts. Must be able to handle the stress and pressure of SLAs. Resources should have good experience in ServiceDesk End user management.
Years of experience needed -
3+ years of Service Desk experience
Technical Skills:
Hands on Knowledge of Office 2010/2013/Office365 to advance level.
Hands on Knowledge of ServiceNow ticketing tool.
Proven work experience as a Technical Support Engineer, Troubleshooting, Desktop Support Engineer, IT Help Desk Technician, or similar role
Ability to diagnose and troubleshoot basic & Advanced technical issues with help of Knowledge Base articles
Excellent problem-solving and communication skills
Ability to provide step-by-step technical help, both written and verbal
Update users about request status and close request when users are satisfied with solutions
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 as defined.
Excellent Communication skills (Written & Verbal)
Good Analytical, logical, and reasoning skills
Computer Fundamentals
Good keyboard skills - needs to be able to toggle between many screens with speed and needs to be able to type with speed and accuracy.
ITIL Framework
Skills to deal with difficult and demanding customers
Certifications Needed:
No certifications needed
Employment Type: Full Time, Permanent
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People are getting interviews at Mphasis through
People are getting interviews through
(based on 504 Mphasis interviews)
Job Portal
Campus Placement
Referral
Company Website
Walkin
Recruitment Consultant
35%
18%
12%
7%
6%
4%
18% candidates got the interview through other sources.
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What people at Mphasis are saying
Rating based on 10 Support Engineer
reviews
Anonymous · Operations
in Bengaluru
Likes
We can have good work-life balance ,
Dislikes
Company culture yet to be improved
Read 10 reviewsSupport Engineer salary at Mphasis
reported by
61
employees
with 1-3
years exp.
₹1.8
L/yr - ₹6
L/yr
47%
less
than the average Support Engineer Salary in India
View more details
What Mphasis employees are saying about work life
based on 7.8k employees
Flexible timing
Monday to Friday
No travel
Day Shift
Mphasis Benefits
Submitted by Company
Cafeteria 
Health Insurance Soft Skill Training Job Training
Submitted by Employees
View more benefits 
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Mphasis Pune Office Locations
Pune Office
Mphasis Software & Services India P, No. 33, 2nd Floor, Sakar 10, Sassoon Road, Opp. Jehangir Hospital, Camp, Swargate
Pune
Maharashtra 411001
Maharashtra 411001
Pune Office
Mphasis Limited, Magarpatta, Cybercity, Tower IV, Magarpatta City, Hadapsar
Pune
Maharashtra 411013
Maharashtra 411013
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