International Technical Support Engineer

JoulestoWatts; Bengaluru; Hybrid; INR 300,000 - 520,000; Full time

Job summary

JoulestoWatts is seeking an L1.5 Technical Support Engineer to deliver high-quality technical support for HP laptops, desktops, printers, and software. The role requires strong customer service skills and the ability to resolve issues efficiently.

The incumbent should have at least 1 year of relevant experience, comfortable with rotational shifts, and capable of handling multiple service requests in a contract-based setup at HP Inc CCCB (KTP/ECP).

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.

Responsibilities

• Provide high-quality support to HP customers by resolving technical queries related to HP products, including laptops, desktops, printers, and associated software.
• Balance technical troubleshooting with excellent customer service.
• Maintain clear and documented case notes and follow up on open issues.

Skills

Technical support

Communication

Problem solving

Multitasking

Teamwork

Flexibility

Education

Bachelor's degree in Computer Science or related field

Tools

Windows OS

MS Office

Printer troubleshooting

Job description

Role: L1.5 Technical Support Engineer

Experience: Min 1 year (relevant work experience in technical/customer support industry)

Work Location: HP Inc CCCB (KTP/ECP)

Employment Type: Contract (as applicable)

Shift timings: Based on the market aligned (should be flexible for rotational shift)

Role Overview:

L.5 Technical Support Engineers are responsible for providing high-quality support to HP customers by resolving technical queries related to HP products, including laptops, desktops, printers, and associated software. This role demands a balance of technical troubleshooting ability and customer service excellence.

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