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 versatile 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
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)
Communication Skills
Excellent verbal and written English communication
Ability to explain technical terms in straightforward language
Active listening and empathy
Transparent and concise documentation of customer issues and resolutions
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
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
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
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