Role: L1.5 Technical Support Engineer
Experience: Min 1 year (relevant work experience in technical/customer support industry)
Work Location: HP Inc CCCB (KTP/ECP)
Employment Type: Full Time (as applicable)
Shift timings: Based on the market aligned (should be flexible 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.
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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
1. Technical Skills
· Intermediate to advance knowledge of:
o Windows OS (Installation, troubleshooting, updates)
o Printer setup and troubleshooting (Inkjet, LaserJet)
o Networking fundamentals (Wi-Fi configuration, LAN troubleshooting)
2. Communication Skills
· Excellent verbal and written English communication
· Ability to explain technical terms in simple language
· Active listening and empathy
· Clear and concise documentation of customer issues and resolutions
3. 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
5. 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
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Pay: ₹30,086.00 - ₹43,000.00 per month
Benefits:
- Commuter assistance
- Flexible schedule
- Food provided
- Health insurance
- Leave encashment
- Paid sick time
- Paid time off
- Provident Fund
- Work from home
Work Location: Hybrid remote in Bangalore City, Bengaluru, Karnataka
