Job Description:
A L1 Technical Support Engineer is expected to deliver highest level of customer satisfaction by tailoring incident management services to meet specific customer requirements. Applies basic foundation of a function's principles, theories and concepts to assignments of determined scope, utilizes professional concepts and theoretical knowledge acquired through specialized training, education or previous experience, exercises independent judgment within defined parameters, develops expertise and practical knowledge of applications within business environment and acts as team member by providing information, analysis and recommendations in support of team efforts.
He / She will troubleshooting Hardware / Networking / OS / MS Office (shrink wrap applications) related queries from our global customers over Phone / Email / Chat mediums and the job will involve working in different time zones. He / She will be required to interact with customers across geographies (through any of the mediums mentioned above) and initiate the right responses to them, positively and professionally. He / She will attempt to provide the most appropriate solutions through remote contact, probe problems and communicate in such a way that non-technical users are able to comprehend instructions and advice. He / She will be required to demonstrate willingness to working in shifts.
Responsibilities
The main responsibilities of a Technical Support Engineer is mentioned below, but not limited to:
Answer contacts promptly and professionally
Log/Validate all contacts in Call Handling Database and manage end to end all calls logged, providing regular updates to customers on call status
Resolve a high percentage of customer problems using the relevant tools and systems
Complete follow-on actions as appropriate and invoke Escalation Procedures within defined time frames and as appropriate
Adhere to Policies & Procedures and work to achieve individual and team goals
Protect confidential and sensitive information and materials while observing strict compliance to licensing, copyright and trademark legislation
Demonstrate competent technical skill set & hands on technical support experience
Is required to be a Super User of Microsoft Office
Ability to multi-task and prioritize while being able to manage commitments / deliverables
Ability to diagnose problems and take corrective action with limited supervision
Ability to assess progress against SLA under limited supervision and intervene as necessary
Ability to work with individuals to review measures and to coach towards meeting SLA’s
Must possess Excellent Communication skills / high energy and confidence
At DXC Technology, we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We’re committed to fostering an inclusive environment where everyone can thrive.
Recruitment fraud is a scheme in which fictitious job opportunities are offered to job seekers typically through online services, such as false websites, or through unsolicited emails claiming to be from the company. These emails may request recipients to provide personal information or to make payments as part of their illegitimate recruiting process. DXC does not make offers of employment via social media networks and DXC never asks for any money or payments from applicants at any point in the recruitment process, nor ask a job seeker to purchase IT or other equipment on our behalf. More information on employment scams is available here.