Technical Support Engineer – L1

DXC.technology; Saudi Arabia; On-site; USD 25,000 - 40,000; Full time

Job summary

DXC Technology is seeking an L1 Technical Support Engineer in Saudi Arabia. This role involves delivering customer support and troubleshooting various technical issues through multiple communication channels. Candidates should demonstrate a strong foundation in technical skills, excellent communication, and problem-solving abilities. The ideal candidate will thrive in a dynamic work environment that emphasizes collaboration and community.

Qualifications

• Must possess excellent communication skills and confidence.
• Ability to diagnose problems with limited supervision.
• Experience in troubleshooting hardware, networking, and OS related issues.

Responsibilities

• Answer contacts promptly and professionally.
• Log/Validate all contacts in the Call Handling Database.
• Resolve customer problems using relevant tools and systems.
• Complete follow-on actions within defined time frames.
• Protect confidential information while adhering to policies.

Skills

Customer Satisfaction

Troubleshooting

Communication

Problem Solving

Multi-tasking

Tools

Microsoft Office

Job description

Job Description:

A L1 Technical Support Engineer is expected to deliver highest level of customer satisfaction by tailoring incident management services to meet specific customer requirements. Applies basic foundationofafunction'sprinciples,theoriesandconceptstoassignments ofdeterminedscope, utilizes professional concepts and theoretical knowledge acquired through specialized training, education or previous experience, exercises independent judgment within defined parameters, developsexpertiseandpracticalknowledgeofapplicationswithinbusinessenvironmentandacts as team member by providing information, analysis and recommendations in support of team efforts.

He / She will troubleshooting Hardware / Networking / OS / MS Office (shrink wrap applications) related queries from our global customers over Phone / Email / Chat mediums and the job will involve working in different timezones. He / She will be required to interact with customers across geographies (through any of the mediums mentioned above) and initiate the right responses to them,positivelyandprofessionally.He/Shewillattempttoprovidethemostappropriatesolutions through remote contact, probe problems and communicate in such a way that non-technical users are able to comprehend instructions and advice. He / She will be required to demonstrate willingness to working in shifts.

Responsibilities

• ThemainresponsibilitiesofaTechnicalSupportEngineerismentionedbelow,butnotlimitedto:

  
  
  

  • Answercontactspromptlyandprofessionally

    
    
  
  

  • Log/ValidateallcontactsinCallHandlingDatabaseandmanageendtoendallcallslogged, providing regular updates to customers on call status

    
    
  
  

  • Resolveahighpercentageofcustomerproblemsusingtherelevanttoolsandsystems

    
    
  
  

  • Completefollow-onactionsasappropriateandinvokeEscalationProcedureswithindefined time frames and as appropriate

    
    
  
  

  • AdheretoPolicies&Proceduresandworktoachieveindividualandteamgoals

    
    
  
  

  • Protectconfidentialandsensitiveinformationandmaterialswhileobservingstrictcompliance to licensing, copyright and trademark legislation

    
    
  
  

  • Demonstratecompetenttechnicalskillset&handsontechnicalsupportexperience

    
    
  
  

  • IsrequiredtobeaSuperUserofMicrosoftOffice

    
    
  
  

  • Abilitytomulti-taskandprioritizewhilebeingabletomanagecommitments/deliverables

    
    
  
  

  • Abilitytodiagnoseproblemsandtakecorrectiveactionwithlimitedsupervision

    
    
  
  

  • AbilitytoassessprogressagainstSLAunderlimitedsupervisionandinterveneasnecessary

    
    
  
  

  • AbilitytoworkwithindividualstoreviewmeasuresandtocoachtowardsmeetingSLA’s

    
    
  
  

  • MustpossessExcellentCommunicationskills/highenergyandconfidence

    
    
  
  

At DXC Technology, we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We’re committed to fostering an inclusive environment where everyone can thrive.

Recruitment fraud is a scheme in which fictitious job opportunities are offered to job seekers typically through online services, such as false websites, or through unsolicited emails claiming to be from the company. These emails may request recipients to provide personal information or to make payments as part of their illegitimate recruiting process. DXC does not make offers of employment via social media networks and DXC never asks for any money or payments from applicants at any point in the recruitment process, nor ask a job seeker to purchase IT or other equipment on our behalf.More information on employment scams is availablehere.