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).
Valuable 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