International Service Desk Engineer

Joulestowatts Business Solutions Pvt. Ltd.; Bengaluru; Hybrid; INR 350,000 - 550,000; Full time

Job summary

Joulestowatts Business Solutions Pvt. Ltd. in Bengaluru seeks a graduate with 1 year of experience in technical/customer support to assist customers with hardware, Windows, MS Office, and printers. You will handle network printer setups, IP configurations, and basic networking concepts.

Strong communication in English, Hindi fluency for India team, and the ability to work independently while handling multiple service requests are essential. Flexibility to work in shifts and weekends is expected.

Qualifications

• Graduate in any discipline; preferably BCA, BSc CS or BTech.
• Minimum 1 year of experience in technical/customer support.
• Strong knowledge of computer hardware, Windows OS, MS Office, and common software tools.
• Familiarity with network printers, LAN configurations, and IP settings.
• Basic networking concepts (LAN/WAN, IP, DNS).
• Fluency in Hindi for India team.
• Ability to work independently and handle multiple service requests.

Skills

English communication

Hindi fluency

Problem solving

Independent work

Time management

Education

Graduate in any discipline

Tools

Windows OS

MS Office

Printer setup

Networking basics

Job description

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:

• Windows OS (Installation, troubleshooting, updates)
• Printer setup and troubleshooting (Inkjet, LaserJet)
• 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

6. KPIs / Performance Benchmarks

• Average Handle Time (AHT)
• Productivity (No of calls handled)
• First Call Resolution (FCR)
• Customer Satisfaction (CSAT)
• Case quality scores and process compliance