Hardware Technical Support Engineer

JoulestoWatts; Bengaluru; Hybrid; INR 350,000 - 550,000; Full time

Job summary

JoulestoWatts is seeking a dedicated Technical Support Engineer AMS to join our Bangalore-based support team. This role requires strong troubleshooting skills, product knowledge, and the ability to guide customers with patience and professionalism while delivering high-quality remote assistance.

You will diagnose hardware and OS issues, provide step-by-step resolutions, and collaborate with internal teams to ensure consistent support.

Qualifications

• Graduate with technical background (BCA or equivalent).
• 1–4 years in technical support or IT helpdesk.
• Strong understanding of computer hardware, OS concepts, and troubleshooting.
• Good English communication, verbal and written.

Responsibilities

• Diagnose hardware and OS issues and provide resolutions.
• Provide remote support via phone, email, or tickets.
• Document issues, resolutions, and escalations in the ticketing system.
• Collaborate with cross-functional teams for escalations and complex problems.

Skills

Troubleshooting

Customer communication

Fast-paced support

Multitasking

Education

BCA or equivalent

Tools

ServiceNow

Jira

Freshdesk

Job description

Job Title: Technical Support Engineer

Work Location: Bangalore (Hybrid)

Salary: (based on current CTC hike will be given & relevant experience)

About the Role

We are looking for a dedicated and technically strong Technical Support Engineer AMS to join our growing support operations. This role demands excellent troubleshooting skills, strong product knowledge, and the ability to support customers with professionalism and patience. If you enjoy solving technical issues and ensuring seamless user experience, this role is a great fit for you.

You will be responsible for diagnosing computer hardware and operating system issues, providing resolutions, and guiding users through step-by-step solutions. You will work closely with internal teams to ensure consistent and high-quality support delivery.

Key Responsibilities

Technical Support

• Diagnose, troubleshoot, and resolve issues related to computer hardware, operating systems, and related peripherals.
• Provide remote technical assistance through phone, email, or tickets.
• Guide users with step-by-step resolutions for both basic and advanced technical concerns.
• Document issues, resolutions, and escalations accurately in the ticketing system.

Customer Experience

• Communicate clearly and professionally with customers across different channels.
• Maintain strong customer satisfaction by ensuring timely and effective support.
• Collaborate with cross-functional teams for escalations and complex problem-solving.

Shift & Work Flexibility

• Ability to work in AMS shift initially, with flexibility to adapt to any shift in the future based on business needs.
• Willingness to work in rotational shifts and accommodate weekly offs accordingly.
• Comfortable with a hybrid working model, with flexibility to operate from KTP or ECP depending on organizational requirements.

Required Qualifications

• Graduate, preferably BCA or equivalent technical background.
• 1 to 4 years of relevant experience in technical support or IT helpdesk roles.
• Strong understanding of computer hardware, OS concepts, system configurations, and troubleshooting methods.
• Good English communication skills, both verbal and written.
• Ability to multitask and work in a fast-paced support environment.

Preferred Skills

• Experience working with ticketing tools (ServiceNow, Jira, Freshdesk, etc.)
• Knowledge of basic networking (LAN, Wi-Fi, IP configuration)
• Ability to follow SOPs, SLAs, and documentation standards
• Strong problem-solving and analytical mindset

Why Join Us?

• Opportunity to work in a dynamic and supportive team
• Exposure to a wide range of technical issues and real-time scenarios
• Hybrid work environment for better work-life balance
• Growth opportunities based on performance and skill development