Assistant Team Lead

**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
- Self-motivating, proactive and a team player
- Able to operate effectively in a team environment with both technical and non-technical team members
- Effective communication with excellent probing skills
- Experience in a large organization call handling, knowledge navigation, troubleshooting on a large-scale 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 non-technical 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 365
- 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, step-by-step 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
- Hands-on experience with Windows 10
- Working knowledge of office automation products and computer peripherals, like printers and scanners
- Knowledge of network security practices and anti-virus programs
- Ability to perform remote troubleshooting and provide clear instructions
- Excellent problem-solving and multitasking skills
- Customer-oriented attitude

**Behavioral Skills**:

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

**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:

- 8 hour shift

Work Location: Hybrid remote in Montréal, QC