Analyst III Infrastructure services

DXC Technology; India; On-site; INR 300,000 - 420,000; Full time

Job summary

DXC Technology in India is seeking a Technical Support Engineer to take ownership of customer issues, provide guidance on software/hardware concerns, and resolve technical problems. The role involves diagnosing, troubleshooting, and escalating complex cases as needed.

Ideal candidates will have strong English communication, teamwork, and problem-solving skills, with the ability to work rotating/night shifts and in a collaborative in-office environment.

Qualifications

• Experience in basic computer hardware/software.
• Ability to diagnose and resolve basic technical issues.
• Proficient in written and spoken English for customer interactions.

Responsibilities

• Take ownership of customer issues and respond to inquiries to meet needs.
• Guide customers through technical problems with clear steps.
• Research, diagnose, troubleshoot, and resolve system issues or escalate as needed.
• Follow up to ensure inquiries are resolved within agreed timeframes.
• Log inquiries via a ticketing tool and maintain problem documentation.
• Identify, evaluate, and prioritize customer problems for resolution.

Skills

Customer support

Troubleshooting

English communication

Team collaboration

Education

10+2+3

Job description

Essential Job Functions

• Taking ownership of customer issues reported and responding to customer inquiries to ensure customer needs are met.
• Assists customers in resolving technical problems by providing guidance regarding software/hardware/application issues etc.
• Researching, diagnosing, troubleshooting, and identifying solutions to resolve system issues and/or refer more complex technical problems through a defined escalation process.
• Follows up with customers to ensure that their inquiries are resolved within the contracted or agreed-upon time frame.
• Logs and tracks inquiries using a ticketing tool and maintains history records including related problem documentation.
• Identifies, evaluates, and prioritizes customer problems and complaints to ensure that inquiries are resolved appropriately.

Basic Qualifications

• Should have attended regular school/college with 10+2+3 as a minimum qualification in any stream of subject.
• Good understanding of computer systems, mobile devices, and other tech products.
• Ability to diagnose and troubleshoot basic technical issues.
• Fresher or has work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician, or similar role.
• Ability to provide step-by-step technical help, both written and verbal.
• Experience with solving computer-related problems.
• Experience working with company escalation policy.

Requirements and Skills

• Interpersonal skills to interact with customers and team members.
• Excellent problem-solving and communication skills with fluent spoken English and good thought flow.
• Organization skills to balance and prioritize work.
• Ability to work in a team environment.

Work Environment

Work from Office is mandatory.

This job role requires working rotational / night shifts.

At DXC Technology, we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We're committed to fostering an inclusive environment where everyone can thrive.