Sr Tech. Support Engineer - SD

Role: Service DeskLocation: Bangalore/Hyderabad

Job Summary:

The Specialization Infrastructure Analyst is responsible for providing exceptional technical support and resolving issues for one or more lines of business. This role requires a proactive approach to problem-solving, a commitment to knowledge management, and the ability to build strong relationships with both internal and external partners. The ideal candidate will demonstrate expertise in desktop support and contribute to the continuous improvement of support processes.

Responsibilities:

• Handle contacts (calls and chats) from one or more lines of business, ensuring timely and effective resolution of technical issues.
• Resolve technical issues independently, utilizing in-depth knowledge of computer systems and processes.
• Contribute to the enrichment of knowledge management by updating and maintaining the knowledge base.
• Assist in training new team members and take on additional responsibilities as directed by management.
• Recognize opportunities for efficiency gains and escalate to management for further action.
• Actively seek information about customers, partners, and internal areas within the organization to enhance support services.
• Educate team members on issues encountered by gathering insights from line of business (LOB) team members.
• Build a reputation as a recognized expert and support resource within a specific line of support.
• Submit requests for updates to the knowledge base as needed, ensuring documentation is accurate and comprehensive.
• Identify alternative solutions for problems, escalate for approval, and assist in documenting solutions for the knowledge base.
• Identify problem trends and escalate appropriately to ensure timely resolution.
• Consult with next-level support when solutions are unclear and report problems with procedures, suggesting improvements.

Mandatory Skills:

• Proven experience in Service Desk and Support.
• Strong communication skills with excellent proficiency in English (written and spoken).
• Demonstrated ability to work effectively in a busy, high-volume call environment.
• In-depth understanding of desktop technical support processes and systems.

Preferred Skills:

• Experience in knowledge management and documentation practices.
• Ability to train others in new technology and processes.
• Strong analytical skills to identify trends and propose solutions.

Qualifications:

• 2-year degree or equivalent combination of education and work experience.
• 4-year degree preferred.
• Experience in a desktop technical support environment.

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 (C=X2C2TM=1) 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.

Equal Opportunity Employer:

Mphasis is an equal opportunity/affirmative action employer. We provide equal employment opportunities to applicants and existing associates and evaluate qualified candidates without regard to race, gender, national origin, ancestry, age, color, religious creed, marital status, genetic information, sexual orientation, gender identity, gender expression, sex (including pregnancy, breast feeding and related medical conditions), mental or physical disability, medical conditions military and veteran status or any other status or condition protected by applicable federal, state, or local laws, governmental regulations and executive orders. View the EEO in the law poster here, view the EEO in the law supplement here. To view the pay transparency nondiscrimination provision please click here and to view the E-Verify posting click here.
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