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).

• Positive 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 easy language





• Active listening and empathy

• Explicit 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

📌 Service Desk Engineer Bengaluru
🏢 Joulestowatts
📍 Bengaluru