Technical Support

4 weeks ago


Carrollton, United States Mphasis Limited Full time
*Flexible in working in 24x7 environment with weekends and overnight shifts on monthly or quarterly rotation basis.*

*Bilingual (SPN) support good to have, not mandate.*

*Should have A+ certification or any networking certification (Negotiable)*

Who are we looking for?
* 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 1.5 troubleshooting mainly related to Retail systems like POS*, BO, EMV, KDS, OCS, SOS timers, receipt printers etc., 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

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 ServiceNow (CSM), Salesforce.
* Account Management / Password reset
* Active listening and probing skills
* *Level 1 and 1.5 technical troubleshooting on POS, EMV, KDS, OCS, receipt printers, back-office systems etc. *
* Experience and or understanding of Virtual Desktop Infrastructure support (Citrix Xen Desktop, Xen App, Receiver)
* Level 1 Networking troubleshooting and knowledge (Meraki Dashboard, Netgear Switches, Routers and Firewall devices)
* Knowledge of remote support tools, i.e., Bomgar, BigFix, 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
* Supporting issues with Printer installations, HP Print and Scan via USB
* VPN client support
* Knowledge of collaboration tools like MS Teams, Webex

Behavioral Skills:
* Good in communication
* Positive energy
* Positive attitude
* Self-learner

Qualification:
* Any Graduate or pursuing graduation.
* Preferably ITIL certified.
* Must be A+ Certified (CompTIA A)

Job Type: Full-time

Pay: $21.00 per hour

Benefits:
* 401(k)
* Dental insurance
* Health insurance
* Paid time off
* Vision insurance
Compensation Package:
* Hourly pay
Schedule:
* 8 hour shift
* Rotating shift
* Weekends as needed

Experience:
* Technical support: 2 years (Preferred)

Ability to Commute:
* Carrollton, TX (Required)

Work Location: In person

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