Technical Support Engineer -SD
Mphasis
Bengaluru, India Full Time Engineering Jobs India
Job Description
Job Description
Job Summary –
Respond to customer queries via inbound calls, emails, chat, and web tickets within defined SLA’sLogging 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 solutionsLevel 1 troubleshooting mainly related to desktop/OS, 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 groupsYears of experience needed – Minimum 6 to 12 months
Technical Skills:
Effective Business CommunicationStrong time managementCommunication in neutral or American accent over phone and grammar skillsAnalytical skillsAbility to follow process and procedures. Escalate unknown issues or questions without delayPrompt response to telephone calls, email, and instant message requests for technical supportOperating the computer, OS and Knowledge base navigationUse of Ticketing toolAccount Management / Password resetActive listening and probing skillsLevel 1 and 1.5 technical troubleshootingExperience 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 DirectorProficient in MS Office 2013, 2016 and must have knowledge of O365Must have worked on Windows 7 and Windows 10 support for laptops and desktopsDocuments, tracks, and monitors new and open Incidents until resolution or proper escalationKnowledge of Wyse thin and zero client support, set up and connectivitySupporting issues with Printer installations, HP Print and Scan via USBCisco VPN client supportCertifications Needed:
MCSE, CCA, ITIL foundation is an added advantage (not mandatory).
Posted March 21, 2026
