Service Desk Engineer

Joulestowatts Business Solutions Pvt. Ltd.; Bengaluru; Hybrid; INR 300,000 - 600,000; Full time

Job summary

Joulestowatts Business Solutions Pvt. Ltd. is seeking a technically inclined customer support associate for its India team. The role requires a graduate with related IT exposure and at least 1 year in a technical or customer support environment.

You will handle hardware issues, Windows operating systems, printers, and basic networking tasks, while ensuring clear communication and timely resolutions for customers.

Qualifications

• Graduate with basic IT knowledge and willingness to work in technical/support roles.
• 1 year of experience in technical or customer support.
• Solid understanding of computer hardware components and Windows OS.
• Familiarity with printers, LANs, IP settings and common networking concepts.

Skills

Hardware knowledge

Windows OS

Printer setup/troubleshooting

Networking basics

Documentation/issue logging

Education

Graduate in any discipline

Preferably BCA/BSc CS/BTech

Tools

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