Description and Requirements
About the Role
This role provides advanced technical support to ensure efficient issue resolution, smooth service operations, and high customer satisfaction. The position requires deep technical troubleshooting capability, strong problem‑solving skills, and the ability to support engineers in real time.
Key Responsibilities
. Provide floor support and resolve technical, process, and policy queries.
. Guide engineers on SOPs, part compatibility, and system navigation.
. Handle customer escalations both on-call and off-call.
. Conduct root cause analysis (RCA) for escalated cases and implement preventive actions.
. Manage technical KPIs and ensure alignment with organizational standards.
. Support field teams in unit collection and repeat-issue resolution.
. Collaborate with cross‑functional teams to improve service processes.
Requirements
. Degree in Information Technology, Hardware Engineering, or related field.
. Strong hands-on experience troubleshooting laptops, desktops, accessories, and peripherals.
. Excellent communication and customer‑service skills.
. Ability to manage escalations and provide real‑time technical guidance.
. Strong analytical and documentation skills.
Work Schedule
6 days a week (Monday-Saturday), 9:00 AM - 6:00 PM.
