Job Description

Role: Associate Infra Engineer

Location: Mangalore (Morgan's Gate)

Shift: Rotational Shift

Experience - Freshers to 1 Year

Who are we looking for?

- Effective Business Communication
- Communication in neutral accent over phone
- Operating the computer, OS and Knowledge base navigation
- Use of Ticketing tool
- Account Management / Password reset
- Active listening and probing skills
- Level 1 technical troubleshooting
- Analytical skills
- Remote desktop skills

Technical Skills:

- Real life PC problems - Intermediate
- Client Technical Service Awareness - Beginner
- Relevance and use of technology in companies - Advance
- IT End Devices- Intermediate
- Virtual private network (VPN)- Intermediate
- Internet and Intranet - Intermediate
- Windows XP navigation - Advance
- Operating the computer - Advance
- Technical Troubleshooting - Account Management/password reset - Advance
- Technical Troubleshooting - OS - Intermediate
- Technical Troubleshooting - End Devices - Intermediate




- COTS Application - How to and basic triage - Intermediate
- Ticketing Tool - Intermediate
- MS Office - Intermediate
- Avaya/BP Phone Operating skills - Beginner
- Remote Desktop - Beginner

Process Skills:

- Respond to customer queries via inbound calls, emails, chat and web tickets within defined SLAs
- 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 desktop/OS, Custom and COTS applications, Exchange related, End devices, VPN, VOIP, VDI and share point as per guidelines in the knowledgebase.
- Remote desktop

Behavioral Skills:

- Positive in communication
- Positive energy
- Positive attitude
- Self learner

📌 Associate Infra Engineer (Mangalore)
🏢 Mphasis
📍 Mangalore