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 System, and MS Office (shrink wrap applications) related queries from global customers via Phone, Email, and Chat. The position requires working different time zones and effectively interacting with customers across various geographies. The ideal candidate will initiate appropriate responses and provide solutions in a way that non-technical users can easily understand.
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Responsibilities:
- Answer customer contacts promptly and professionally.
- Log and validate all contacts in the Call Handling Database, managing all calls logged and providing regular updates to customers on call status.
- Resolve a high percentage of customer problems using relevant tools and systems.
- Complete follow-on actions as needed and invoke Escalation Procedures within defined time frames.
- Adhere to Policies & Procedures while achieving individual and team goals.
- Protect confidential and sensitive information, complying with licensing, copyright, and trademark legislation.
- Demonstrate competent technical skill set and hands-on technical support experience.
- Be a Super User of Microsoft Office.
- Ability to multi-task and prioritize while managing commitments and deliverables.
- Diagnose problems and take corrective action with limited supervision.
- Assess progress against SLA under limited supervision and intervene as necessary.
- Collaborate with individuals to review measures and coach toward meeting SLAs.
- Possess excellent communication skills along with high energy and confidence.
Work Conditions:
The role involves willingness to work in shifts due to time zone differences.
Language Requirements:
Proficiency in English is required; additional languages may be advantageous.
At DXC Technology, we prioritize in-person collaboration while providing flexibility to support well-being, productivity, individual work styles, and life circumstances. We are committed to fostering an inclusive environment where everyone can thrive.
