Company Overview: Mphasis Pune
Are you a recent graduate hoping to make a name for yourself in the exciting field of technical support? There’s nowhere else to look! Aspiring Technical Support Engineers in Pune have an amazing opportunity to work with Mphasis, a top provider of IT solutions.
This beginner’s guide will discuss why this position can be the ideal place for you to launch your career.
Mphasis uses cutting-edge technology to assist companies in transforming their operations on a worldwide scale.
Mphasis’s Front2BackTM Transformation strategy reflects the company’s core value of customer centricity. Front2BackTM gives clients and their end users a hyper-personalized (C=X2C2TM=1) digital experience by using the exponential potential of cloud and cognitive technologies.
Through the use of digital technologies across legacy infrastructures inside an enterprise, Mphasis’ Service Transformation strategy helps “shrink the core,” enabling firms to stay ahead in a changing global landscape.
Building great connections with marquee clients requires Mphasis’ fundamental reference architectures and technologies, speed, and innovation with domain understanding and specialization.
Role Overview: Technical Support Engineer
What does a Technical Support Engineer at Mphasis do specifically, and what can you anticipate from this position?
Troubleshooting technical issues reported by customers or internal stakeholders will be your main duty as a Technical Support Engineer at Mphasis.
In order to keep customers satisfied, you’ll apply your analytical abilities to identify issues, provide solutions, and guarantee prompt resolution.
Respond to user inquiries via supported channels as soon as possible, according to the SLA’s agreed-upon timescales.
To find the solution and the procedures to be followed, consult the client’s knowledge base. When a knowledge base article is unavailable for a particular issue or problem, service desk staff will make every effort to fix the issue at hand using any available solo or group troubleshooting techniques.
Carry out the necessary actions to address user IT issues, such as password resets, access grants, browser-based troubleshooting, and guiding users through the usage of reference materials to navigate different systems, including self-service tools and procedures. Access to the user’s computer remotely may be necessary to complete these operations.
With precise ticket classification and documentation of the actions taken to address or dispatch user issues in accordance with the documentation standards specified in the ITSM knowledge base, create a service ticket in the ITSM system.
Provide courteous and professional assistance to users
Make sure that procedures and guidelines are followed.
Regularly submit requests for updates to knowledgebase articles regarding both new and old issues and their remedies.
Opportunity at Mphasis, Pune
Let’s focus now on the possibility at Mphasis in Pune and the reasons it’s ideal for recent graduates.
Mphasis is a well-known worldwide supplier of IT solutions, known for its creative thinking and dedication to quality. As a Technical Support Engineer in Pune, you will have the opportunity to launch your career in a motivating and encouraging environment by working with them.
Technical Skills: Technical Support Engineer
1) Telecommunication Etiquette for End-User Support
It’s critical to approach contacts with end users in telecommunication contexts with empathy and understanding. Here are some pointers to guarantee a satisfying encounter:
- Active Listening: Remain silent and pay close attention to the end-user’s issues. Show a sincere desire to fully comprehend their problems.
Empathic Reactions: Express empathy while acknowledging the end user’s difficulties or frustrations. Say something like “I understand how frustrating that can be” and “I’m here to help you resolve this.”
Clear
Communication: When describing technical concepts or troubleshooting procedures, use plain language. Steer clear of jargon that could further mislead the user.
Patience: Even if the end user is angry or frustrated, have patience and maintain your composure. Keep in mind that this might be their first experience with technical issues.
Positivity: Throughout the conversation, keep a positive and composed demeanor. Be eager to assist the end user in finding a solution.
2) Simple Troubleshooting with Microsoft Office & Windows
To handle common end-user problems, one must be proficient in fundamental troubleshooting for Windows and Microsoft Office. This comprises:
- Fixing installation issues for software.
- Resolving problems with printer connectivity.
- Resolving crashes in Microsoft Word and Excel.
- helping with Outlook’s email settings
3) Understanding Application Access Provisioning and Troubleshooting
Understanding application access provisioning entails:
- granting or denying users access to different programs
- resolving access failures or login problems
- ensuring that end users have the appropriate access permissions by closely collaborating with system administrators
4) familiarity with ITSM tools such as ServiceNow
A well-liked IT service management (ITSM) tool for incident, problem, and change management is called ServiceNow. Knowledge about ServiceNow encompasses:
- registering and monitoring support requests
- updating ticket statuses and giving end users current information
- cooperating via ServiceNow’s platform with other support teams inside the company
5) Understanding of Basic ITIL Process:
IT service management is governed by the ITIL (Information Technology Infrastructure Library) framework. A fundamental comprehension of ITIL procedures comprises:
- Managing incidents: Addressing unforeseen disruptions to IT services.
- Finding and resolving the underlying cause of persistent problems is known as “problem management.”
- Controlled modification of IT systems and services is known as “change management.”
6) Service Desk Skills:
As part of their duties, service desk representatives frequently assist end users with different technologies. Here are a few particular domains of competence:
- Windows 10/Modern Workplace: Helping with problems related to the Windows 10 operating system and contemporary office tools and applications.
- Support for Microsoft Office programs, including Word, Excel, PowerPoint, and Outlook, is provided via the MS Office 365 Suite.
- End User Experience Management: Making sure that all technological problems are resolved quickly in order to guarantee a smooth and enjoyable user experience.
Job Requirements for Technical Support Engineer
- Technical Proficiency: Excellent command of networking, operating systems, and troubleshooting.
- Communication Skills: Capacity to effectively communicate technical knowledge to a variety of audiences.
- Customer service: Offer end users courteous, knowledgeable assistance.
- Problem-Solving: Use analytical abilities to quickly identify and fix technological problems.
- Adaptability: Welcome learning and keep up with current technological developments.
- Team Collaboration: Effectively collaborate with coworkers and other departments as a team.
- Attention to Detail: Meticulous in recording and addressing support interactions; meticulous in attention to detail.
Time management: Set priorities, complete projects on time, and adhere to SLAs
Job Experience:
- Job Designation: Technical Support Engineer
- Salary: 3-4 LPA
- Qualification: University degree or equivalent
- Experience: 0-2
- Organization Name: Mphasis Pune
- Website: Mphasis Pune, India
- Industry: Technology
- Type: Privately Held
- Locations: Pune
- Mode: Offiline
Benefits of Joining Mphasis:
Are you still undecided? Let’s examine a few of the strong advantages of being a Technical Support Engineer at Mphasis.
You will have access to chances for ongoing learning and development at Mphasis, enabling you to further your career and improve your abilities. You’ll also be a part of an innovative and collaborative work environment that celebrates diversity and inclusivity.
How to Apply:
Are you prepared to make the move? Here’s how to apply to Mphasis, Pune, for the position of Technical Support Engineer.
Go to the Mphasis careers page and look for the Pune job posting for a Technical Support Engineer in order to apply. Make sure your CV is tailored to highlight the experiences and essential abilities that make you an excellent fit for the position.
Conclusion:
In conclusion, freshmen have a great chance to start a fulfilling career in the IT sector with the Technical Support Engineer position at Mphasis, Pune.
With an emphasis on communication, problem-solving, and ongoing learning, this position gives you the knowledge and expertise required to succeed in the current digital environment.
