L1 Technical Support Engineer

At a Glance

Legrand has an exciting opportunity for a L1 Technical Support Engineer to join the ZPE Systems Team in Bengaluru, India. The L1 Technical Support Engineer will provide exceptional customer service by assisting ZPE Systems' clients with technical questions and resolving issues related to ZPE products and features. This role involves addressing inquiries via phone, email, and ticketing systems while maintaining a focus on delivering effective solutions and ensuring customer satisfaction.

What Will You Do?

• Customer Support: Provide 24/7 technical support coverage for ZPE products and features.
• Shifts: Work in a rotational shift schedule, including night shifts, weekends, to support global customers.
• Ticket Management: Respond to customer inquiries through emails and phone calls, logging detailed information into the ticket system.
• Problem-Solving: Diagnose and troubleshoot technical issues, suggesting solutions and gathering additional data as needed.
• Linux and Networking: Utilize knowledge of Linux systems and networking concepts (e.g., IP structures, protocols, and network devices) to address customer issues effectively.
• Collaboration: Participate in weekly team meetings to share insights and updates.
• QA Assistance: Assist the Quality Assurance team with bug verification and reporting.

• Education: Associate or bachelor’s degree in computer science or a related IT field (undergraduate students will also be considered).
• Customer Service Skills: Strong problem-solving skills with the ability to understand and resolve client issues effectively.
• Communication Skills: Outstanding verbal and written communication abilities.
• Technical Knowledge: Proficiency in Linux and good knowledge in Networking.
• Attitude: Must be enthusiastic, productive, and adaptable in a fast-paced environment.
• Experience: Prior experience in an IT Help Desk or technical customer service role is desirable but not mandatory.