Job Title

Premier Technical Support – L2 Role Location:Bangalore Working Hours:Monday to Saturday, 9:00 AM to 6:00 PM (1 fixed weekly off) Key Responsibilities 1. Floor Support for All Queries Deliver immediate support for technical, process, or policy-related queries to ensure smooth day-to-day operations. Clarify SOPs and troubleshooting procedures Assist with part compatibility and usage queries Guide teams on tool navigation and technical platforms 2. Escalation Handling (On Call & Off Call) Take ownership of escalated cases, both during and outside calls, ensuring timely and effective resolution to protect customer experience and brand reputation. 3. Unit Collection & Field Support Manage the collection and coordination of defective or repeat-failure units to enable root cause analysis and faster resolution. 4. Root Cause Analysis (RCA) Drive continuous improvement by investigating escalations, identifying root causes, and suggesting preventive actions. 5. KPI Management Monitor and manage assigned technical KPIs, ensuring consistent support performance and alignment with service goals.Qualifications & Skills Degree inInformation Technology ,Hardware , or a related field Strong technical knowledge inhardware troubleshooting : laptops, desktops, headphones, keyboards, and accessories Excellentcommunicationandcustomer serviceskills Prior experience in anL2 technical supportorfield supportenvironment is a strong plus Comfortable working in a6-day workweek setup✅Is This Role Right for You? This role is for you if: You have4+ yearsof experience in tech support (L2 or similar) You enjoy solving real-time issues and guiding engineers You’re confident in handling escalations and field support scenarios You're ready to work from the office inBangalore , six days a week