Analyst III Infrastructure services

PHET Enterprise Services (AP) Limited, Philippines Regional Operating Headquarters; India; On-site; INR 290,000 - 469,000; Full time

Job summary

DXC Technology is seeking a Technical Support Engineer to own customer issues, guide users through software/hardware problems, and resolve inquiries within SLAs.

You will diagnose, troubleshoot, and log incidents using a ticketing tool, escalate complex cases, and collaborate with team members in a fast-paced environment.

Qualifications

• 10+2+3 minimum qualification in any stream.
• Good understanding of computer systems, mobile devices, and 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.

Responsibilities

• Take ownership of customer issues and respond to inquiries to meet customer needs.
• Assist customers in resolving technical problems by providing guidance regarding software/hardware/application issues.
• Research, diagnose, troubleshoot, and identify solutions to resolve system issues and escalate complex problems.
• Follow up with customers to ensure inquiries are resolved within the agreed time frame.
• Log and track inquiries using a ticketing tool and maintain history records.
• Identify, evaluate, and prioritize customer problems to ensure appropriate resolution.

Skills

Interpersonal skills

Problem solving

Communication skills

Organization skills

Teamwork

Fluent English

Education

10+2+3 minimum qualification

Job description

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.

About DXC Technology

DXC Technology (NYSE: DXC) is a leading enterprise technology and innovation partner delivering software, services, and solutions to global enterprises and public sector organizations - helping them harness AI to drive outcomes at a time of exponential change with speed. With deep expertise in Managed Infrastructure Services, Application Modernization, and Industry-Specific Software Solutions, DXC modernizes, secures, and operates some of the world's most complex technology estates. Learn more on dxc.com.