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. • 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