Desktop Laptop Support Engineer

SectionDetailsJob Title

Location:

Work Mode:

For More Details / To Apply Contact:

Nikhath Sr.HR Executive

Call/WhatsApp: +91 7259974946

Email: Nikhath.Kuroshi@247.ai

247.ai ARC-145

Join one of the top International BPO companies and shape your future today!

Shift Timings

About Hardware Support

The Hardware Support Team provides Level 1 and Level 2 technical assistance for store-level peripheral devices such as printers and scanners. The team ensures timely resolution, detailed troubleshooting, and proper escalation to hardware vendors or advanced support tiers.

Job Summary

Responsible for providing first-level technical support for retail store peripherals, including printers, scanners, and related devices. This role involves diagnosing hardware issues, guiding store associates, performing basic network and configuration checks, documenting interactions, and escalating unresolved issues.

Key Responsibilities

• Handle inbound/outbound calls, emails, and chat requests related to printer and scanner issues.
  
• Troubleshoot hardware issues for thermal printers, receipt printers, barcode scanners, and multifunction devices.
  
• Assist with installation, configuration, and calibration of supported devices.
  
• Guide store associates through routine maintenance steps (cleaning, resetting, paper replacement, etc.).
  
• Perform basic connectivity checks (USB, network, Bluetooth).
  
• Document troubleshooting steps and resolutions accurately in the CRM.
  
• Escalate unresolved issues to Level 2/3 or hardware vendors as per SOPs.
  
• Maintain awareness of supported hardware models, firmware, and troubleshooting guides.
  
• Adhere to SLAs and performance KPIs (AHT, FCR, CSAT).
  

Required Qualifications

• Bachelors degree (BCA, BSc, Diploma in Hardware/Networking) or equivalent.
  
• 25 years of technical support experience (preferably in hardware/peripheral support).
  
• Experience supporting U.S.-based customers (retail or IT environments preferred).
  
• Excellent verbal and written English communication skills.
  
• Hands-on experience with printer/scanner troubleshooting (Epson, Zebra, HP, Honeywell, etc.).
  
• Familiarity with common tools: Device Manager, Print Spooler Services, Remote Access tools.
  
• CRM knowledge (Salesforce or similar ticketing tools).
  
• Basic networking understanding (IP configuration, LAN/Wi-Fi connectivity).
  
• French/Spanish language skills are an added advantage.
  

What We Offer

• Growth opportunities into Level 2 / Level 3 / Hardware QA roles.
  
• Specialized training on leading printer and scanner brands.
  
• Collaborative work environment with career progression paths.
  
• Exposure to enterprise-level hardware support in a global retail environment.

For More Details / To Apply Contact:

Call/WhatsApp:

Email:

247.ai ARC-145

Location:

Join one of the top International BPO companies and shape your future today!