Senior Technical Support Engineer - Service Desk

Position : Senior Technical Support Engineer - Service Desk
Client : Mphasis Corporation
Duration : contract
Location : Carrollton, Texas

Description :
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