Technical Support Engineer

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