L1.5 Technical Support Engineer

Fidelis Corporate Solutions; Bengaluru; Hybrid; INR 400,000 - 520,000; Full time

Benefits offered by this job

Cab facility

Incentives

Hybrid work model

5-day workweek

Job summary

Fidelis Corporate Solutions in Bengaluru is seeking a graduate with at least 1 year in technical/customer support to handle calls, tickets, and basic hardware/network issues. You will apply strong communication and problem-solving skills to resolve issues and ensure customer satisfaction.

The role offers a hybrid work model with 3 days in the office, day shifts with rotation, and a 5-day workweek with 2 days off.

Qualifications

• Graduate in any discipline (preferably BCA/BSc CS/BTech).
• Minimum 1 year of experience in technical/customer support.
• 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).
• Fluency in Hindi must if hired for India team.
• Ability to work independently and handle multiple service requests.
• Excellent verbal and written English communication.
• Active listening and empathy.

Skills

Hardware basics

Windows OS

Networking basics

Communication skills

Customer service

Independent work

Education

Graduate in any discipline (BCA/BSc CS/BTech preferred)

Tools

Printer setup

MS Office

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

CTC Offered - 4LPA - 5.2LPA + Allowance + Incentives

Hybrid - 3days WFO

Day shift and rotational shifts both are available

5days working and 2days off

2 ways cabs provided

For Day shift - Hindi & English mandate