Technical Support -(2nd shift & In Office) Carrollton, TX
**Service desk is operated 24/7, training is 9am-6pm CST, M-F, 2-3 weeks.
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 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
· 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
Behavioral Skills:
· Good in communication
· Positive energy
· Positive attitude
· Self learner
Qualification:
· Preferably A+ Certified
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.
Job Type: Full-time
Salary: Up to $21.00 per hour
Benefits:
Schedule:
Ability to commute/relocate:
Application Question(s):
Experience:
License/Certification:
Shift availability:
Work Location: One location
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