Technical Support Specialist

hace 6 días

Guadalajara, México Mphasis Digital Risk A tiempo completo

**Technical Support -(In Office) 44648 Guadalajara, Jal**
**Service desk is operated 24/7. Training is 9am-6pm CST, M-F, 2-3 weeks. Must have flexibility to work various shifts that includes weekends.
- **Must be able to read, write, and speak English fluently.**_
**Who are we looking for?**
- 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
- 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
- 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.

**Salary**: $20,000.00 - $22,000.00 per month

Ability to commute/relocate:

- 44648, Guadalajara, Jal.: Reliably commute or planning to relocate before starting work (required)

Application Question(s):

- Please provide your WhatsApp number to best contact you.
- The salary of the role is $22K-$24K pesos monthly. Is this inline with your expectations?

**Experience**:

- Technical Troubleshooting: 1 year (preferred)

**Language**:

- English (required)

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