· Able to work under pressure and adapt to new technologies and support processes.
Job Summary
We are seeking a Technical Support Engineer to provide technical support for IT endpoint devices, including laptops, monitors, and peripherals. The role involves hardware diagnosis, warranty support, parts coordination, vendor management, ticket administration, and customer service. The engineer will work with internal technical teams, vendors, and authorised service providers to ensure timely resolution within agreed SLAs.
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Successfully resolve technical issues (hardware and software) from incoming internal or external businesses and end user's contacts and proactive notification systems.
Respond to service, product, technical, and customer- relations questions on subjects such as features, specifications, and repairs on current and discontinued products, parts, and options, based on customer entitlement (warranty through mission-critical).
Proactively assist internal or external businesses and end users to avoid or reduce problem occurrence.
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Provide Tier 2/3 technical support, troubleshooting complex hardware, software, network, and system issues through phone, email, chat, and remote assistance.
Diagnose root causes using logs, system data, code review, and basic SQL queries; implement fixes, workarounds, and configuration changes.
Monitor and maintain IT systems, hardware, operating systems, applications, and network connectivity; assist in deployments, migrations, and integrations.
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Solution Implementation: Translating business and operational requirements into scalable AI capabilities that automate workflows and augment decision-making.
AI Agent Integration: Integrating AI agents with observability, telemetry, event management, and operational monitoring platforms to enable intelligent automation and incident response.
Performance Optimization: Monitoring and optimizing agent performance through model evaluation, prompt refinement, and logic enhancements to improve accuracy and reliability.
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Solution Implementation: Translating business and operational requirements into scalable AI capabilities that automate workflows and augment decision-making.
AI Agent Integration: Integrating AI agents with observability, telemetry, event management, and operational monitoring platforms to enable intelligent automation and incident response.
Performance Optimization: Monitoring and optimizing agent performance through model evaluation, prompt refinement, and logic enhancements to improve accuracy and reliability.
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Serve as a subject matter expert and technical support on Quantum solutions, focusing on the challenges and complexities of managing the tsunami of unstructured data, associated technical workflows and the intricacies of media workflows. Provide guidance on solution implementation and ensure optimal performance.
Demonstrates excellent interpersonal skills, effective listening, demonstrates logical trouble shooting techniques when documented procedures fail to resolve the issue, concern with quality deliverables and appropriate sense of urgency in fulfilling customer requirements.
Able to isolate problems to the product, ecosystem, or backup hosts/software. Work closely with product engineering, providing feedback for solution improvement.
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Serve as a subject matter expert and technical support on Quantum solutions, focusing on the challenges and complexities of managing the tsunami of unstructured data, associated technical workflows and the intricacies of media workflows. Provide guidance on solution implementation and ensure optimal performance.
Demonstrates excellent interpersonal skills, effective listening, demonstrates logical trouble shooting techniques when documented procedures fail to resolve the issue, concern with quality deliverables and appropriate sense of urgency in fulfilling customer requirements.
Able to isolate problems to the product, ecosystem, or backup hosts/software. Work closely with product engineering, providing feedback for solution improvement.
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Support technical helpdesk team and provide excellent customer service and resolve technical issues via calls and emails (to customers and operation organization)
Support product test, ensure test request deliver on time.
Operate the virtual studio system - to support technical training
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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.
Successfully resolve technical issues (hardware and software) from incoming internal or external businesses and end user's contacts and proactive notification systems.
Respond to service, product, technical, and customer- relations questions on subjects such as features, specifications, and repairs on current and discontinued products, parts, and options, based on customer entitlement (warranty through mission-critical).
Proactively assist internal or external businesses and end users to avoid or reduce problem occurrence.
...
Successfully resolve technical issues (hardware and software) from incoming internal or external businesses and end user's contacts and proactive notification systems.
Respond to service, product, technical, and customer- relations questions on subjects such as features, specifications, and repairs on current and discontinued products, parts, and options, based on customer entitlement (warranty through mission-critical).
Proactively assist internal or external businesses and end users to avoid or reduce problem occurrence.
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Provide courteous and timely technical support to end-users via phone, email, or chat, assisting with IT-related issues, questions, and service requests.
Troubleshoot hardware and software problems, identify root causes, and work towards effective solutions. Escalate complex issues to higher-level support as needed.
Create, document, and manage service desk tickets in a timely and organized manner, ensuring accurate tracking and resolution of incidents.
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Handle walk-in, incoming call and email enquiries from the sales force, demonstrating excellent customer service skills to meet and exceed customer expectations.
Follow up on and resolve complaints, ensuring satisfactory closure within the agreed service standards.
Work closely with team members and leaders to achieve quality outcomes and productivity targets.
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Provide courteous, timely, and professional technical support to end-users via phone and email, assisting with IT-related incidents, inquiries, and service requests.
Receive, understand, and accurately document user issues, ensuring sufficient information is captured for troubleshooting, escalation, and resolution.
Log, update, monitor, and manage service desk tickets using BMC and ServiceNow, ensuring accurate categorization, prioritization, assignment, documentation, and timely follow-up.
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Support daily IT MFG systems related tickets – Windows Server 2012 / 2016 / 2019 issues, Service Pack upgrade, Security Patching, MFG application rollout, File Server Management, RedHat Linux administration, IIS management, SQLserver, healthcheck and monitoring, level 1 IT end user support on clients, application, network and services, and other tasks requested by Site IT Supervisor.
To manage site helpdesk operations, provide technical guidance, deliver helpdesk efficiency report, and other tasks requested by Site IT Supervisor
Perform administrative functions for all IT Manufacturing and APAC IT, including coordination and communication. Maintain documentation, organize meetings and events, and ensure confidentiality and compliance according to Policy
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Ideally, candidates will have previous experience working within a technical support environment/customer service environment, delivering front-line service directly to customers, preferably within an international company. Previous call center.
Answer contacts promptly and professionally
Log/Validate all contacts Call Handling Database
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