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 (India)
🏢 Mphasis
📍 India