Technical Support Engineer || Hardware & Support Process

Actiohx Solutions

2 - 4 years

2 - 3 Lacs

pune

Posted:4 days ago| Platform:

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Skills Required

ticketing tool laptop hardware troubleshooting validation warranty rma parts replacement hardware support dispatch audit bios computer hardware motherboard chat hardware troubleshooting email online support ram

Work Mode

Work from Office

Job Type

Full Time

Job Description

Experience:

Key Skills (Mandatory)

Strong
computer hardware knowledge
Hands-on experience troubleshooting
Desktops, Laptops, and basic Server hardware
Familiar with
hardware terminology, diagnostics, and isolation steps
Experience working with
ticketing tools
(ServiceNow / Remedy / Zendesk / Freshdesk or similar)
Comfortable providing
online support via email and chat
Good
English reading, writing, and comprehension
Ability to
multitask
and manage multiple tickets

Roles & Responsibilities

Audit and validate
technical support cases related to hardware warranty parts dispatch
Review
web-based dispatch orders
and process them as per defined guidelines
Analyze
troubleshooting notes
and verify alignment with requested hardware parts
Ensure
correctness and completeness
of troubleshooting before approving dispatch
Provide
L2 support
to frontline agents for case log and dispatch audits via
email and chat
Identify incorrect troubleshooting or invalid part requests and provide corrective guidance
Ensure adherence to
company policies, SOPs, and process guidelines
Maintain accurate documentation in the
ticketing system

Other Requirements

Willing to work on
Indian holidays
and in
rotational shifts
Strong
schedule adherence
and punctuality
Flexible to work on any day/time window as per business needs
Interested in
long-term career growth
within technical support operations

Why Join

Exposure to
L2 hardware support & audit processes
Opportunity to build expertise in
warranty, validation, and quality-driven support
Structured process environment with scope for growth

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