Assistant Team Lead - Montréal, Canada - Mphasis

Mphasis

Verified Company

Montréal, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Role:
Assistant Team Lead - Desk Side Support

Location:
Canada (Quebec / Montreal)

Experience : 5-8 Years

Who are we looking for?

Excellent verbal and written communication skill in English Languages
Selfmotivating, proactive and a team player
Able to operate effectively in a team environment with both technical and nontechnical team members
Effective communication with excellent probing skills
Experience in a large organization call handling, knowledge navigation, troubleshooting on a largescale help desk environment
Working knowledge of ITIL methodologies, such as Incident, Request& Problem management
Working technical knowledge of current protocols, operating systems, and standards.
Able to operate effectively in a team environment with both technical and nontechnical team members
Able to operate with mínimal supervision
Able to manage time effectively, set priorities appropriately and holding accountability.
Able to operate within customer standard operating procedures

Technical Skills:

Hardware knowledge for Desktop & Laptop, with Windows OS ver 10
Knowledge in Office 36
Record interaction using ticket tool with proper classification
Perform account unlock/password reset as per defined process
Dispatch tickets to support groups post gathering required information
Refer Knowledge base and perform troubleshooting as per defined process
Follow up and closure of incidents to ensure customer satisfaction
Diagnosing, verifying, recording, and reporting downtime and providing immediate notification for all incidents
Incident, Problem, and Change Management within the EUC environment
Rebuild/ PC Refresh Laptops & Desktop
Hands on support with IDF/MDF/Server Closets
Warranty coordination with manufactures to get the hardware issue fixed
Asset management & asset tagging
Address user tickets regarding hardware, software and networking
Ask targeted questions to diagnose problems
Guide users with simple, stepbystep instructions
Conduct remote troubleshooting
Record technical issues and solutions in logs
Direct unresolved issues to the next level of support personnel

Process Skills:

Proven work experience as a Desktop Support Engineer, Technical Support Engineer, or similar role
Handson experience with Windows 10
Working knowledge of office automation products and computer peripherals, like printers and scanners
Knowledge of network security practices and antivirus programs
Ability to perform remote troubleshooting and provide clear instructions
Excellent problemsolving and multitasking skills
Customeroriented attitude

Behavioral Skills:

Good in communication
Positive energy
Positive attitude
Selflearner

Qualification:

Any Graduate or pursuing last year of Graduation

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.
With the current opportunity, you will get to work with the team that has consistently been setting benchmarks for other deliveries in terms of delivery high CSATs, project completion on time and being one of the best teams to work for in the organization.
You get an open and transparent culture along with freedom to experimentation and innovation

Who are we?

Mphasis is a leading IT solutions provider, offering Applications, Business Process Outsourcing (BPO) and Infrastructure services globally through a combination of technology knowhow, domain and process expertise.

Over the years we have left an indelible impression in the IT solutions domain with an impressive clientele and an extensive global presence.

The accolades we have been garnering can be attributed to our undeterred focus in delivering quality solutions across verticals that meet the challenging requirements of our esteemed customers.

Our integrated solutions offering is aimed at creating value for our customers, helping them in improving their business processes with minimum hassles and capital outlays.

Schedule: