L1.5 Technical Support Engineer (Global Support)

Location: Bangalore

Shift: US Rotational Shifts

Experience: Minimum 1 year in Technical Support

Role Overview

As a Technical Support Engineer, you will resolve technical queries related to laptops, desktops, printers, and associated software. This role requires a combination of technical troubleshooting skills and exceptional customer service.

What Were Looking For

Education: Graduate in any discipline (BCA, BSc Computer Science, or BTech preferred)

Experience: Minimum 1 year in technical support(Global Support)

Technical Knowledge:

Computer hardware, Windows OS, MS Office, and common software tools

Network printers, LAN configurations, IP settings

Basic networking concepts (LAN/WAN, IP, DNS)

Communication: Excellent English communication

Other Skills: Problem-solving, ability to work independently, multitasking

Key Competencies

Technical:





Windows OS (installation, updates, troubleshooting)

Printer setup and troubleshooting (Inkjet, LaserJet)

Networking fundamentals (Wi-Fi, LAN troubleshooting)

Customer Service & Communication:

Patience, professionalism, and empathy

Ability to simplify technical terms for customers

Explicit documentation and follow-ups

Behavioral:

Dependable, punctual, adaptable

Team player, quick learner

Comfortable working shifts and weekends

Performance Benchmarks (KPIs)

Average Handle Time (AHT)

Number of calls handled

First Call Resolution (FCR)

Customer Satisfaction (CSAT)

Case quality scores & process compliance

Candidates can call or share the CV below mentioned number

(phone hidden)

📌 Desktop Support Engineer (Bengaluru)
🏢 Joulestowatts
📍 Bengaluru