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Technical Support Engineer

Technical Support Engineer

Dover Indiaindore, madhya pradesh, in
30+ days ago
Job description

Roles & Responsibilities :

Relevant Experience Looking for 2-5 Yrs

Education : B.E / B.Tech / B.Sc (Computers / Electronics) / BCA / BBA

Mandatory Skills : Technical support Engineer-L1 / US Voice process / Troubleshooting-Hardware & Networking,

1 : Actively participates in support of incoming calls

  • Continuously demonstrates a truly empathetic concern for customer issues

2 : Leverages exceptional judgement, training resources, and knowledge base to provide consistent solutions to our customers.

  • Quickly identifies escalations and creates expectation alignment with customers

    • 3 : Documents issue details, troubleshooting steps, and resolutions with pinpoint level details to reduce repeated troubleshooting steps.

  • Primary stakeholder to ensure our customers receive prompt support.

    • 4 : Continuously improve, hone, and develop skills and knowledge that accelerates support and product expertise.

  • Facilitate field support services to repair products within scope of service.

    • 5 : Consistently engage with peers, managers, and organizational leaders to provide collaborative solutions.

    Must Have skills :

    Understanding of the Role

  • ☐ Confirm that the candidate understands the L1 Support Engineer responsibilities :
  • Assisting customers and technicians with Fuel Dispenser issues (Hydraulics, Electronics, Applications).
  • Working in 24x7 rotational shifts .
  • ☐ Ask if they are comfortable with night shift and high call volumes.
  • ☐ Clarify that the role involves technical troubleshooting and customer interaction .

    • 3. Technical Exposure

  • ☐ Ask about experience with :
  • Hydraulic systems or mechanical troubleshooting
  • Electronic boards or controllers
  • Software applications related to embedded systems or POS
  • Payment systems (e.g., card readers, transaction modules)
  • Computer networking (IP addressing, protocols, basic diagnostics)

    • 4. Support Experience

  • ☐ Confirm prior experience in technical support or helpdesk roles .
  • ☐ Ask about tools used for ticketing (e.g., ServiceNow, Jira, Zendesk).
  • ☐ Validate experience handling calls vs. emails :
  • 70% calls
  • 30% emails
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    Technical Support Engineer • indore, madhya pradesh, in