Technical Support Engineer

Quess IT Solutions; Bengaluru; On-site; INR 300,000 - 420,000; Full time

Job summary

HP Inc CCCB in Bengaluru seeks an L1.5 Technical Support Engineer to resolve issues across laptops, desktops, printers, and software. You will deliver high-quality customer care while applying strong troubleshooting skills and product knowledge.

Role requires 1 year in technical support, clear communication, and willingness to work in rotating shifts. Hindi fluency is a plus for India team coordination.

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; Hindi fluency 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 customer service excellence.

Skills

Technical support

Windows OS

Printer troubleshooting

Networking basics

Communication skills

Hindi fluency

Education

Bachelor's degree in any discipline (BCA, BSc CS or BTech preferred)

Job description

Role & responsibilities

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