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