Technical Support Engineer

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.

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

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

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