Infrastructure Support Analyst II (Night Shifts)

DXC Technology Philippines; Austin, Northern (TX, KY); Hybrid; USD 40,000 - 68,000; Full time

Benefits offered by this job

DXC benefits

Health insurance

Dental insurance

Vision insurance

Life insurance

Disability insurance

Retirement plan

Paid holidays

Paid time off

Job summary

DXC Technology Philippines is seeking a Technical Support Engineer in Austin, TX for handling customer inquiries, guiding on software/hardware issues, diagnosing problems, and escalating complex cases as needed. The role requires rotating/night shifts and an on-site work setup, with a focus on timely resolution and thorough ticketing records.

The position emphasizes clear written and verbal communication, strong problem-solving, and teamwork.

Qualifications

• Interpersonal skills to interact with customers and team members.
• Excellent problem-solving and communication skills with fluent spoken English and good thought flow.
• Organization skills to balance and prioritize work.
• Ability to work in a team environment.
• Should have attended regular school/college with 10+2+3 as minimum qualification in any stream of subject.
• Good understanding of computer systems, mobile devices and other tech products.
• Ability to diagnose and troubleshoot basic technical issues.
• Fresher or has a work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role.
• Ability to provide step-by-step technical help, both written and verbal.
• Experience with solving computer related problems.
• Experience working with company escalation policy.

Responsibilities

• Taking ownership of customer issues reported and responds to customer inquiries to ensure customer needs are met.
• Assists customers in resolving technical problems by providing guidance regarding software/hardware/application issues etc.
• Researching, diagnosing, troubleshooting and identifying solutions to resolve system issues and/or refers more complex technical problems through a defined escalation process.
• Follows up with customers to ensure that their inquiries are resolved within the contracted or agreed upon time frame.
• Logs and tracks inquiries using a ticketing tool and maintains history records including related problem documentation.
• Identifies, evaluates, and prioritizes customer problems and complaints to ensure that inquiries are resolved appropriately.

Skills

Interpersonal skills

Problem-solving

fluent English

Organization

Teamwork

Education

10+2+3 minimum qualification

Job description

DXC Technology Philippines is seeking a Technical Support Engineer in Austin, TX for handling customer inquiries, guiding on software/hardware issues, diagnosing problems, and escalating complex cases as needed. The role requires rotating/night shifts and an on-site work setup, with a focus on timely resolution and thorough ticketing records.

The position emphasizes clear written and verbal communication, strong problem-solving, and teamwork.