Role & responsibilities

Role: L1.5 Technical Support Engineer

Experience: Min 1 year (relevant work experience in technical/customer support industry)

Work Location: HP Inc CCCB (KTP/ECP)

Employment Type: Contract (as applicable)

Shift timings: Based on the market aligned (should be flexible for rotational shift)

Role Overview:

L.5 Technical Support Engineers are responsible for providing high-quality support to HP customers by resolving technical queries related to HP products, including laptops, desktops, printers, and associated software. This role demands a balance of technical troubleshooting ability and customer service excellence.

Required Skills & Qualifications:

- Graduate in any discipline (Preferably BCA, BSc Computer Science or BTech)
- Minimum 1 year of experience in technical/customer support industry
- Strong knowledge of Computer hardware components, Windows OS, MS Office, and common software tools.
- Familiarity with network printers, LAN configurations, and IP settings.
- Basic understanding of networking concepts (LAN/WAN, IP, DNS).
- Good communication and problem-solving skills. Fluency in Hindi must if hired for India team.
- Ability to work independently and handle multiple service requests.

Minimum Skills & Competencies

1.



Technical Skills

- Intermediate to advance knowledge of:
- Windows OS (Installation, troubleshooting, updates)
- Printer setup and troubleshooting (Inkjet, LaserJet)
- Networking fundamentals (Wi-Fi configuration, LAN troubleshooting)

2. Communication Skills

- Excellent verbal and written English communication
- Ability to explain technical terms in simple language
- Active listening and empathy
- Transparent and concise documentation of customer issues and resolutions

3. Customer Service Skills

- Patience and professionalism in handling customers
- Ability to de-escalate tense situations
- Focus on first-call resolution (FCR) while maintaining customer satisfaction
- Follow-up and commitment to customer callbacks if required

5. Behavioural Competencies

- Dependability and punctuality
- Flexibility to work in shifts and during weekends
- Team collaboration
- Quick learner with adaptability to frequent changes in tools/processes

6. KPIs / Performance Benchmarks

- Average Handle Time (AHT)
- Productivity (No of calls handled)
- First Call Resolution (FCR)
- Customer Satisfaction (CSAT)
- Case quality scores and process compliance

📌 Technical Support Engineer (Bengaluru)
🏢 Quess IT Solutions
📍 Bengaluru