Lead Infrastructure

Mphasis Limited Indiana , PA 15701

Posted 2 weeks ago

Role: Customer Engineer Intermediate

Location: Indianapolis, IN USA

Who are we looking for?

Resource who can provide end user support services at customer site; face-to-face and remotely. Supported services include hardware break-fix repair, OS remediation, Application support, support to mobile devices (phones, tablets), Installation, Move, Add, Change and Disposal (IMAC-D) and Lifecycle Refresh on end user hardware, OS migration, Executive Support, Hands and Eyes Support for remote Server and Network teams, and Hardware Depot Management. Manage ticket queue and insure high quality real-time notes/updates are captured

Technical Skills:

  • Windows 7 (and some Windows 10 desirable)

  • PC hardware troubleshooting skills

  • Enterprise tools (e.g. SCCM, Active directory, encryption, anti-virus)

  • Knowledge of enterprise networking, printing

  • Strong skills in common office productivity applications (MS Office, Adobe, etc.) both in answering user questions about usage and diagnosing issues

  • Experience supporting Apple mobility products (IOS)

Process Skills:

  • Client skills focused on high quality communication, setting expectations and then exceeding same. 3-5 years of experience

  • Experience using ticket tools including responding to priorities, timely and relevant updates, use of ticket status (e.g. pend states), prompt closure.

  • Use of asset management tools and compliance with process

  • Strong understanding of best practice related to security matters including malware, data protection, physical security at client site

Knowledge Skills:

  • Client support

  • Fundamentals of HW, Windows, Application support, networking, printing, mobile devices (e.g. Apple IOS)

  • Stays current with technology trends

Qualification:

  • Technical school degree, Associate's degree, bachelor's degree or equivalent experience

  • Comptia A+ certificate or equivalent experience

  • 3-5 years' experience with supporting clients with their PC support needs (including HW, Applications, Operating systems, printing, network, etc.)

Role details:

  • Shift: M-F days. Downtown Indianapolis client locations

  • The initial assignment may be in one of the following area

  • Back office support of a customer walkup center which includes functions such as repair, imaging, and logistics. The role allows for using technical knowledge and being customer facing by helping out the walkup techs with the lines and overall service management

  • Deployment of new PCs to end-clients

  • But the successful candidate will be a true team player since that is the approach used which may require team members to work in varying roles including

  • Mobile phone support

  • Imaging and configuration

  • Deployment

  • Level 2 breakfix/deskside

  • Walk up centers

  • Projects

  • IMACs

  • Also note that

  • Significant walking may be required

  • Some lifting of up to 40 pounds is required

ITO GENERIC SKILLS - DESKTOP-WINDOWS 2003/2008/2012/2016


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Lead Infrastructure

Mphasis Limited