International Service Desk Engineer(Immediate Joiner)

Joulestowatts Business Solutions Pvt. Ltd.; Bengaluru; Hybrid; INR 300,000 - 420,000; Full time

Job summary

Joulestowatts Business Solutions Pvt. Ltd. in Bengaluru invites applications for a technical/customer support executive.

The role requires a graduate with 1 year of relevant experience and solid knowledge of computer hardware, Windows OS, MS Office, and common software tools. Fluency in Hindi for the India team is essential, along with strong communication and problem-solving skills. You will handle multiple service requests, troubleshoot printers and network configurations, and work as part of

Qualifications

• Graduate with 1 year of technical/customer support experience.
• Strong hardware, Windows OS, MS Office, and common software tools knowledge.
• Familiar with network printers, LAN configurations and IP settings.
• Basic networking concepts: LAN/WAN, IP, DNS.
• Excellent communication and problem-solving skills; Hindi fluency required for India team.
• Ability to work independently and handle multiple service requests.

Responsibilities

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

Skills

Customer support experience

Networking basics

Printer knowledge

Windows OS

MS Office basics

Communication skills

Problem solving

Hindi language

Independent working

Education

Graduate degree (BCA/BSc CS or BTech preferred)

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