Technical Support Engineer at Mphasis | Torre

Technical Support Engineer

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Full-time

Legal agreement: Employment

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Remote (for United States residents)
Shared by
Juan Pablo Rodriguez Montoya
6 months ago

Responsibilities


Respond to customer queries via inbound calls, emails, chat, and web tickets within defined SLAs. Log 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 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 groups.