Job Description
Job Description
Role L2 Technical Support Engineer
Who Are We Looking For
Level 2 Technical Support Engineer
Technical Skills
Years of experience needed 0 to 2 years
Handson experience with Windows Mac OS environments
Excellent problem solving and communication skills
Handson experience with Windows Mac OS environments
Good understanding of computer systems mobile devices and other tech products
Familiarity with remote desktop applications and help desk software eg Webex LogMeIn Bomgar
Knowledge on Citrix Virtual Apps AWS technology and Desktop
Basic knowledge on Virtualization technology
Graduate 1 plus years of relevant experience
Management Skills
Knowledge on Ticketing tools eg ServiceNow RemedyForce
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 eg 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
Behavioral Skills
Ability to diagnose and troubleshoot basic technical issues
Proven work experience as a Technical Support Engineer Desktop Support Engineer IT Help Desk Technician or similar role
Provide prompt and accurate feedback to customers
Ensure all issues are properly logged
Certification
MCSE CCA ITIL foundation is an added advantage not mandatory
About Mphasis
Mphasis applies next generation technology to help enterprises transform businesses globally Customer centricity is foundational to Mphasis and is reflected in the Mphasis Front2Back Transformation approach Front2Back uses the exponential power of cloud and cognitive to provide hyper personalized digital experience to clients and their end customers Mphasis Service Transformation approach helps shrink the core through the application of digital technologies across legacy environments within an enterprise enabling businesses to stay ahead in a changing world Mphasis core reference architectures and tools speed and innovation with domain expertise and specialization are key to building strong relationships with marquee clients
