SME (Subject Matter Expert) Support

Designation: Subject Matter Expert (SME) – Technical Support

Department: Technical Support / Customer Support

Experience: 1–4 years

Salary: 4.2 LPA- CTC

Location: Bangalore

Job Objective To provide advanced technical support and subject matter expertise for Lenovo products, including laptops, desktops, and related devices. The SME will handle complex technical issues, support and guide L1/L2 technical support engineers, ensure high-quality customer service, monitor team performance, and drive process improvements.

Key Responsibilities

- Technical Support

- Handle escalated technical issues related to Lenovo laptops, desktops, hardware and software.
- Troubleshoot Windows OS, system performance, drivers, BIOS, and connectivity issues.
- Diagnose hardware failures and guide customers through resolution steps.
- Support installation, configuration, and troubleshooting of Lenovo devices.

- Team Support & Guidance

- Technical SME for L1/L2 support teams.
- Experienced in Team Managing/ Team Handling.
- Provide real-time assistance for complex technical queries.
- Guide team members on troubleshooting techniques and resolution procedures.
- Conduct knowledge-sharing sessions and technical training.

- Escalation Management





- Handle complex and unresolved customer complaints.
- Coordinate with L2/L3 teams and Lenovo technical teams.
- Ensure timely resolution within defined SLAs.
- Perform root cause analysis for recurring technical issues.

- Quality & Performance Management

- Monitor ticket resolution quality and technical accuracy.
- Support improvement in FCR, CSAT, AHT and SLA performance.
- Identify knowledge gaps and recommend corrective actions.
- Maintain technical documentation and troubleshooting guides.

- Customer Experience

- Deliver excellent customer support through voice, email or chat.
- Explain technical solutions in easy language.
- Ensure customer satisfaction and effective issue resolution.

Contact Details: (phone hidden)

Role: Design Team Lead, Industry Type: Hardware & Networking, Department: Engineering - Hardware & Networks, Employment Type: Full Time, Permanent Role Category: Hardware Education UG: Any Graduate Key Skills Skills highlighted with ‘‘ are preferred keyskills Technical Support LeadLeadershipTeam ManagementTeam HandlingTeam Leading Project ManagementStakeholder ManagementClient ManagementCollaborationProblem SolvingMultitasking

📌 Technical Support Subject Matter Expert (Bengaluru)
🏢 Joulestowatts
📍 Bengaluru