A L1 Technical Support Engineer is expected to deliver the highest level of customer satisfaction by tailoring incident management services to meet specific customer requirements. This role involves troubleshooting Hardware, Networking, Operating Systems, and MS Office (shrink wrap applications) queries from global customers via Phone, Email, and Chat.
Key responsibilities include:
- Promptly and professionally answering customer contacts
- Logging and validating all contacts in Call Handling Database
- Managing end-to-end calls logged and providing regular updates to customers
- Resolving a high percentage of customer problems using relevant tools and systems
- Completing follow-on actions and invoking Escalation Procedures within defined time frames
- Adhering to Policies & Procedures and working to achieve individual and team goals
- Protecting confidential and sensitive information while observing compliance with licensing and trademark legislation
- Demonstrating competent technical skill sets and hands-on technical support experience
- Using Microsoft Office as a Super User
- Multi-tasking and prioritizing commitments and deliverables
- Diagnosing problems and taking corrective action with limited supervision
- Assessing progress against SLA and intervening as necessary
- Coaching individuals to meet SLAs
- Communicating effectively with high energy and confidence
Language Requirements: Excellent communication skills are essential for this position.
Work Conditions: Full-time, Shift Work (must be willing to work in different time zones)
Company Culture: At DXC Technology, strong connections and community are key to success. The work model prioritizes in-person collaboration while offering flexibility to support well-being, productivity, individual work styles, and life circumstances. The company is committed to fostering an inclusive environment where everyone can thrive.
Location: Riyadh, Riyadh, Saudi Arabia
