Job title: Technical Support Engineer Associate – Shared Services Center (SSC)
Company: MSX International
Job description: Technical Support Engineer Associate
Functional tasks:
- Receive incoming calls and requests regarding problems with desktop functionality, network connectivity and application support.
- Actively listen to user problems with the intention of analysing, troubleshooting, and identifying issues.
- Run queries and tests to identify root causes of system errors.
- Conduct research to identify known and emerging issues and write appropriate documentation for workarounds and fixes.
- Recommend solutions to users to resolve their problem, help them implement the solution and confirm that problem has been resolved.
- Update knowledge base with process changes and / or recommended solution.
- In case problem cannot be resolved, escalate problem to the next level.
- Interact with other technical staff to understand problems and relay information to less experienced agents and /or users; set User’s expectations about problem resolution.
Reporting tasks:
- Present relevant support reports professionally and succinctly (both written and oral) to senior internal and external (customer) staff.
- Participate in review meetings with users and translate requirements between users and technical staff.
Improvement tasks:
Support the implementation of new services to improve overall user satisfaction with GTS’ spectrum of service offerings.
Required Qualification:-
- Bachelor’s Degree or equivalent advantageous
- Microsoft 365 Certified: Fundamentals Beneficial
- Proven experience 1-3 years working experience with Support Operations Microsoft Cloud Technologies, O365 suite, MS Azure.
- Other technologies i.e., ServiceNow, RingCentral will be beneficiary.
- TIL Foundation Certification – IT Service Management required
- A+
- N+
- MS Windows 10 Certificate
Other Skills:-
- Strong communication skills and stakeholder management with exceptional attention to detail
- Solution mindset: driven to solve problems and find solutions to user issues
- Project management, prioritization, planning and organisational skills
- Enthusiastic, flexible, and able to take initiative to work independently
- Process driven mindset: believe in guidelines and efficiency, follow the process, and suggest ideas for continuously improving
- Comfortable with a fast-paced environment and successfully manage multiple priorities and volumes
- Leverage strong working knowledge of help desk industry processes and tools to provide better user service
- Availability to travel on demand
Language:-
- English(Beneficial)
- Spanish, Italian, French, German (Nice to have)
About MSX:
MSX International (MSX) is a leading provider of technology-enabled business process outsourcing (BPO) services to OEMs in more than 80 countries. MSX’s deep automotive industry expertise combined with advanced data analytics and custom software solutions improve the performance of automotive dealership networks by increasing revenue, reducing cost and enhancing customer satisfaction. The company’s broad BPO services suite supports OEMs across Warranty and Technical, Parts and Service, Channel Management, Customer Engagement, and Fleet and Mobility. MSX employs more than 5,000 team members worldwide.
Website
Expected salary:
Location: Navi Mumbai, Maharashtra
Job date: Thu, 03 Nov 2022 06:24:19 GMT
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