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:

• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Health savings account
• Paid time off
• Professional development assistance
• Referral program
• Vision insurance

Schedule:

• 8 hour shift
• Evening shift
• Night shift
• Overnight shift
• Overtime
• Weekend availability

Ability to commute/relocate:

• Carrollton, TX 75007: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• Please provide good email address and phone number to reach you at.
• This role offers up to $21/hr +benefits, what is your desired hourly rate?
• If selected, do you require time off within your first 90 days?
• This is a 24/7 operated service desk hiring for 2nd shift (2pm-11pm CST) that includes rotating weekend, do you have any objections?

Experience:

• Technical Support: 2 years (Required)

License/Certification:

• CompTIA A+ (Preferred)

Shift availability:

• Overnight Shift (Required)
• Night Shift (Required)

Work Location: One location

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